Customer Support Representative – Identity Theft

Job description

**About Gen:** Gen is a global company dedicated to powering Digital Freedom through its trusted consumer brands including Norton, Avast, LifeLock, MoneyLion and more. Our combined heritage is rooted in financial empowerment and cyber safety for the first digital generations, and today we deliver award-winning cybersecurity, online privacy, identity protection and financial wellness solutions to nearly 500 million users in more than 150 countries. Together, we share a collective passion and vision to protect consumers and help them grow, manage and secure their digital and financial lives. We’re always looking for smart, fearless and high-impact talent who see AI as a teammate – leveraging it to move faster and deliver meaningful results. When you’re part of Gen, you’ll have the flexibility, tools and support to do your best work and grow your career – from flexible working options and time off to competitive pay, benefits and well-being programs. At Gen, we are scrappy and relentlessly customer driven. We create room for healthy debate, experimentation and continuous learning, and we seek out people with different experiences, identities and ideas to join our team. You’ll work with people who back each other, respect each other and understand that our differences are a competitive advantage. If this sounds like you, we’d love you to be part of Gen. **About the Role** The Alerts Agent is responsible for supporting members who are affected by potential identity theft through timely, accurate case handling, queue management, and member support. This role focuses on delivering high-quality service, following established processes, and documenting work thoroughly in a fast-paced environment. This position is suited for someone who has excellent critical thinking skills, can manage assigned work efficiently, deliver a strong member experience, apply sound judgment within guidelines, and contribute to overall team performance through consistency, quality, and accountability. **Key Responsibilities:** - Manage and work assigned alerts-related cases and queues in a timely, accurate, and quality-focused manner while meeting established service expectations. - Assist members through inbound and outbound support activities related to alerts and mediations. - Complete work in accordance with approved procedures, service expectations, and company performance guidelines. - Demonstrate strong attention to detail, sound problem-solving, and good judgment when reviewing cases and identifying next steps. - Maintain accurate case documentation within approved systems. - Deliver a high standard of customer service, responsiveness, accuracy, and thoroughness. - Build effective working relationships with internal teams, merchants, vendors, and other third parties as needed to support resolution. - Maintain knowledge of relevant policies, procedures, industry trends, and identity protection or cybersecurity-related threats. - Participate in special projects or additional work assignments as directed by management. - Follow all information security, privacy, and confidentiality requirements. **About You:** -  Self-motivated and able to manage multiple responsibilities independently. -  Strong verbal and written communication skills. -  Strong organizational and time-management skills. -  Strong active listening skills and attention to detail in resolving member needs. -  Ability to follow clearly defined processes and work effectively within guidelines. -  Maintain strict confidentiality and uphold the highest privacy and security standards. **Skills and Experience:** - Proficiency with Microsoft Office Suite - Experience with Salesforce CRM or similar platform preferred. - 1+ years of related customer service or call center experience preferred; relevant fraud, identity protection, or case management experience is a plus. **Education:** -  High School Diploma or equivalent -  FCRA Certification a plus **What’s Next:** After you submit your application, you can expect the following steps in the recruitment process: - TA Call - In person Joint Interview - Follow Up