Customer Care Consultation Specialist
On-siteAda, Oklahoma, United States or Duncan, Oklahoma, United States
Job Summary
Conduct research to determine if identity theft has occurred and assess the impact on members' personal and financial lives. Empathize with members, build rapport, and educate them on the origin of alerts, potential social or financial impact, and tools for proactive protection. Consult regarding actions affecting credit and refer compromised cases to a Restoration Specialist after obtaining required credentials. Accurately document all cases in systems of record including iSeries, People Search, and Freshdesk. Maintain high-quality NPS and MSat scores while adhering to attendance and minimum KPI targets.
Required Qualifications
- Highschool diploma or equivalent
- Successful completion of CDIA training courses
- 1 or more years of customer service experience
- Prior contact center experience
- Proficient in Microsoft Office applications (Word, Teams, etc.)
- Types a minimum of 35 WPM
- Innate understanding of customer service, with a powerful sense for delivering superior service to customers
- Excellent problem-solving skills
- Has the ability to handle and retain substantial amounts of information as it relates to the customer, the customer's benefits, and limitations
- Ability to work in a fast-paced environment, to manage high pressure situations, and to be flexible and adaptable when a situation requires it
- Demonstrates effective written and verbal communication
- Strong phone etiquette and active listening skills
- Positive professional attitude and team player
- Must be able to regularly lift, carry, and otherwise move up to 15 pounds at times and occasionally up to 30 pounds
- The ability to frequently, physically move between departments/floors
- While performing the duties of the job, the employee is regularly required to use hands and fingers to handle, feel, or operate objects, tools, or controls, and reach with hands and arms
- FLSA (Fair Labor Standards Act) Status Non-Exempt, Overtime may be required
Desired Qualifications
- 1 or more years of customer service experience preferred
- Prior contact center experience preferred
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