Customer Care Specialist 2

OPPORTUNITY OVERVIEW IDX, a ZeroFox company, seeks a Customer Care Specialist 2 to serve as the main point of contact and subject matter expert for all types of identity theft cases.  The Customer Care Specialist 2s will interview members and potential victims to gather details for each unique identity theft case and provide information and instruction for victims, as well as assist individuals in understanding the recovery process and how IDX will work to resolve their specific case.  In this role, you will ensure customer satisfaction by proactively facilitating and delivering information online, over the phone, and in writing. 

You should have solid interactions with all departments and members, as well as exhibit the highest level of professionalism at all times. Winning the victim’s trust and being supportive is critical in this role. Confidentiality and respect for privacy are key. Energy, enthusiasm, communication skills, and a positive attitude are required.  Empathy, compassion, and general willingness to assist the victim are also important characteristics of a Customer Care Specialist 2.

Role and responsibilities

• Verify eligibility in the prescribed program.
• Evaluate each victim’s unique situation.
• Assist victims with reporting the crime to various institutions and notifying all appropriate agencies.
• Gather all necessary written documentation and completed forms from the victim, including affidavits of Identity Theft and forgery.
• Work under pressure while dealing with sensitive and confidential issues and personal victim information.
• Maintain a thorough record of all communication to and from victims.
• Follow up promptly and consistently with victims and potential victims, ensuring satisfaction with the quality of service and thoroughness of the initial assessment.
• Possess knowledge of the preliminary steps involved in recovering and restoring the victim’s identity.
• Interface with the general public in a courteous and professional manner.

Required qualifications and skills

• Patience, tact, and ability to build relationships and trust with victims
• Strong written and verbal communication skills
• Ability to analyze situations carefully and adopt effective courses of action.
• Ability to efficiently research identity theft-related issues for members and affiliates in a timely fashion by utilizing company resources in addition to outside resources.
• Ability to document all victim correspondence completely and thoroughly.
• Must be detail-oriented with excellent organizational skills and effective verbal and written communication skills.
• High critical thinking skills; independent and creative problem-solving.
• Ability to present the facts in a thorough, factual, and organized manner.
• Ability to demonstrate team behavior and willingness to promote a team-oriented environment.
• Ability to work collaboratively, effectively, and amicably across all organizational levels and with all customers. Ability to follow oral and written directions in the form of written procedures and scripts.
• Ability to work a flexible schedule at times, including fulfilling on-call responsibilities and working during varying shifts.

Desired qualifications and skills

• Experience working in a customer-based services environment, typically obtained in 3+ years
• Bachelor’s degree or equivalent combination of education and/or work-related experience.

Benefits

• Competitive compensation
• Community-driven culture with employee events
• Generous time off
• Comprehensive health benefits & 401(k) plan
• Fun, modern workplace
• Respectful and nourishing work environment, where every opinion is heard and everyone is encouraged to be an active part of the organizational culture

Interested?

• Ready to apply? Visit us at https://www.zerofox.com/careers to find out more and join the best team in the security industry.
• Not ready to apply? Email careers_at_zerofox_dot_com to speak with a member of the team!

Other Information

• This position will report to the Customer Care Team Supervisor
• This role is based out of our office in Portland, OR.
• This role requires occasional on call work, as well as work on nights and weekends as needed.
• At times, we may need to conduct or update background checks on current employees depending on their position in the company and their accessibility to sensitive and/or regulated data. All such inquiries are limited to information relevant to job performance, workplace safety, and security. Inquiries are conducted in accordance with applicable laws.