Customer Service Identity Alerts Representative

About the Role

Gen Digital is hiring a Customer Service Identity Alerts Representative to support members experiencing potential identity theft. You'll manage alerts cases, handle member inquiries through inbound and outbound support, and maintain detailed documentation while meeting established service standards in a fast-paced environment.

Responsibilities

• Process and resolve identity theft alerts and related cases with accuracy and timeliness, meeting service level expectations
• Provide inbound and outbound support to members regarding alerts, fraud investigations, and mediation activities
• Document case details thoroughly in approved systems and follow established procedures and company guidelines
• Apply critical thinking and sound judgment to identify issues, evaluate next steps, and escalate when necessary
• Deliver consistent, responsive, and accurate customer service while maintaining attention to detail
• Coordinate with internal teams, merchants, vendors, and third parties to support case resolution
• Stay current on identity protection policies, cybersecurity threats, fraud prevention trends, and company procedures
• Uphold strict confidentiality, information security, and privacy standards
• Participate in special projects and additional assignments as assigned by management

Requirements

• High school diploma or equivalent
• 1+ years of customer service, call center, fraud investigation, or case management experience preferred
• Proficiency with Microsoft Office Suite
• Experience with Salesforce CRM or similar CRM platform preferred
• Background in fraud, identity theft, or investigation a plus
• Self-motivated with ability to manage multiple tasks independently
• Strong verbal and written communication skills
• Excellent active listening, organizational, and time-management abilities
• Ability to work within established guidelines and processes
• Commitment to confidentiality and privacy standards
• FCRA Certification a plus

Benefits

• Flexible working options and work-from-home opportunities
• Competitive pay and comprehensive benefits package
• Well-being and professional development programs
• Supportive team environment focused on learning and growth