Identity Theft Care & Consultation Specialist

Socket.dev; Ada (MN); On-site; USD 42,000 - 54,000; Full time

Job summary

Socket.dev is seeking a Customer Care Consultation Specialist to support identity theft victims, explain protection services, and coordinate referrals to licensed investigators. You will educate members on proactive protection and document cases in our systems.

The role emphasizes empathy, strong communication, and the ability to handle sensitive information in a fast-paced environment. Full-time, on-site in Ada, MN.

Qualifications

• Highschool diploma or equivalent required.
• Successful completion of CDIA training courses required.
• 1+ years of customer service experience preferred.
• Prior contact center experience preferred.
• Proficient in Microsoft Office (Word, Teams, etc.).
• Types a minimum of 35 WPM.

Responsibilities

• Build rapport and confidence with the member by facilitating discussions and offering appropriate solutions with our service.
• Maintain a balanced perspective to ensure that the LegalShield brand and high-level of customer experience are maintained.
• Assist member in determining origin of alerts and potential social or financial impact.
• Thoroughly educate the member and provide tools on proactively protecting their reputation and identity.
• Consult with the member regarding actions and items that can negatively and positively affect their credit.
• Obtain required credentials and approvals when providing or accessing sensitive member information.
• Accurately determine if the member’s identity or reputation has been compromised and refer to a Restoration Specialist appropriately.
• Thoroughly document cases in all systems of record (iSeries, People Search, Freshdesk, etc.).

Skills

Empathy

Active listening

Time management

Attention to detail

Problem solving

Phone etiquette

Clear communication

Education

High school diploma or equivalent

CDIA training courses

Tools

Microsoft Office

Job description

Socket.dev is seeking a Customer Care Consultation Specialist to support identity theft victims, explain protection services, and coordinate referrals to licensed investigators. You will educate members on proactive protection and document cases in our systems.

The role emphasizes empathy, strong communication, and the ability to handle sensitive information in a fast-paced environment. Full-time, on-site in Ada, MN.