About the Role:
Senior agents serve as a support staff for both leaders & specialists. As a senior, your role is to help coach and develop both the agents and our processes to further the department's goals and objectives. Seniors take an analytical approach to increase efficiencies while reducing risk amongst the team. In addition to this, the senior agents may own high priority cases, as well as take escalated calls. There are also several daily tasks that are needed to be done as well. The senior agent would be a master at managing time, to ensure all critical tasks are done daily.
Key Responsibilities:
• Case management for the team, which includes vetting, assigning, and coaching
• Daily management of department queues and reporting via Salesforce
• Identify and report department trends to Alerts Leadership
• Coach and develop agents on a regular basis, to improve their knowledge and ability
• Handle escalated calls
• handle special projects as directed by management
• Own Alert's Process, Manual, and related Articles
• Research and develop relationships with merchants as needed
• Work on rotational tasks with senior peers based on business needs
• Own Audit Process by completing monthly case audits
• Conduct Live Listen call audits
• Be available for agents as needed to help answer questions
Qualifications:
• Self-directed, self-motivated, and able to effectively manage own time
• Able to multitask and prioritize effectively within guidelines
• Able to handle high-stress situations calmly and confidently
• Excellent communication skills, including verbal, written, interpersonal and coaching
• Knowledge about Identity Theft and Identity Theft trends
• Knowledge and deeper understanding of LifeLock Terms & Conditions
• Case Management background
• Relationship/Vendor Management background
• Ability to protect all forms of highly confidential and proprietary business information
• Ability to follow and abide by all information and security policies and practices
• Strong proficiency with MS Office Suite, including Excel, Word, PowerPoint
• Minimum of one year using Salesforce CRM or similar, preferred
• High School or equivalent required
• Background in fraud investigation
What's Next
After you submit your application, you can expect the following steps in the recruitment process:
• Introductory Call
• HM Interview
