Gen
Customer Service Identity Alerts Representative
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Customer Service Identity Alerts Representative
role at
Gen
Who Are We? We're more than just a company; we're a global leader in digital safety. With a strong commitment to ensuring that everyone can navigate the digital world securely, we unite the best minds and cutting‑edge technology through our family of brands: Norton, Avast, LifeLock, Avira, AVG, ReputationDefender, and CCleaner. Together, we protect over 500 million people worldwide. Our workplace is built on inclusivity, where your well‑being is a top priority. We believe success comes from balance and authenticity. When you're thriving, you're unstoppable. So, bring your bold ideas and unstoppable drive, and join us in shaping the digital world. Ready to make an impact? Join #TeamGen.
Mission And Goals (About The Role) Protect the profitability of the organization by providing world‑class service/support and 100% accuracy in member fulfillment. Promptly handle assigned queues, including inbound/outbound calls and mediations for clients/third parties, ensuring quality service delivery within Service Level Agreements (SLA). Ensure responses are completed and documented within approved company performance guidelines and systems. Strive to uphold Gen’s guiding principles of loyalty, integrity, flawlessness, empathy, leadership, ownership, collaboration, and knowledge.
Responsibilities:
Assist with inbound/outbound mediation calls to quickly stop potential identity theft for members in a fast‑paced environment
Productivity & Quality Standards: accuracy, timelines, thoroughness, customer service satisfaction and responsiveness
Ability to work with wide range of computer systems and multiple screens
Display analytical thinking, organizational/time management skills and multi‑tasking capabilities
Display sound problem‑solving and deductive reasoning skills
Ability to follow a clearly outlined SOP process
Can closely be in team environment, representing alerts and maintain positive Gen culture
Demonstrates a high skill level of relationship building and sharp communication
Ability to build cross‑functional relationship at merchant and vendor levels
Qualifications:
High School Graduate or equivalent and 2 years related experience, high level customer service in a call center environment. A college degree can be substituted for experience.
Demonstrate integrity in a professional environment
Excellent social, communication and written skills
Able to multitask and prioritize effectively within guidelines
Can identify and analyze potential problems, errors or operational/procedural issues and recommend proper solutions
Superior work ethic, attendance and punctuality required
Knowledgeable in business industry a Plus
Seniority level Not Applicable
Employment type Full‑time
Job function Other
Industries Computer and Network Security, Software Development, and IT Services and IT Consulting
Equal Opportunity Statement Gen is proud to be an equal‑opportunity employer, committed to diversity and inclusivity. We base employment decisions on merit, experience, and business needs, without considering race, color, national origin, age, religion, sex, pregnancy, genetic information, disability, medical condition, marital status, sexual orientation, gender identity or expression, military or veteran status, or other unlawful factors. Gen prohibits discrimination based on these protected characteristics and recruits talented candidates from diverse backgrounds. We consider individuals with arrest and conviction records and do not discriminate against employees for discussing their own pay or that of other employees or applicants. Learn more about pay transparency. To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.
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Customer Service Identity Alerts Representative
role at
Gen
Who Are We? We're more than just a company; we're a global leader in digital safety. With a strong commitment to ensuring that everyone can navigate the digital world securely, we unite the best minds and cutting‑edge technology through our family of brands: Norton, Avast, LifeLock, Avira, AVG, ReputationDefender, and CCleaner. Together, we protect over 500 million people worldwide. Our workplace is built on inclusivity, where your well‑being is a top priority. We believe success comes from balance and authenticity. When you're thriving, you're unstoppable. So, bring your bold ideas and unstoppable drive, and join us in shaping the digital world. Ready to make an impact? Join #TeamGen.
Mission And Goals (About The Role) Protect the profitability of the organization by providing world‑class service/support and 100% accuracy in member fulfillment. Promptly handle assigned queues, including inbound/outbound calls and mediations for clients/third parties, ensuring quality service delivery within Service Level Agreements (SLA). Ensure responses are completed and documented within approved company performance guidelines and systems. Strive to uphold Gen’s guiding principles of loyalty, integrity, flawlessness, empathy, leadership, ownership, collaboration, and knowledge.
Responsibilities:
Assist with inbound/outbound mediation calls to quickly stop potential identity theft for members in a fast‑paced environment
Productivity & Quality Standards: accuracy, timelines, thoroughness, customer service satisfaction and responsiveness
Ability to work with wide range of computer systems and multiple screens
Display analytical thinking, organizational/time management skills and multi‑tasking capabilities
Display sound problem‑solving and deductive reasoning skills
Ability to follow a clearly outlined SOP process
Can closely be in team environment, representing alerts and maintain positive Gen culture
Demonstrates a high skill level of relationship building and sharp communication
Ability to build cross‑functional relationship at merchant and vendor levels
Qualifications:
High School Graduate or equivalent and 2 years related experience, high level customer service in a call center environment. A college degree can be substituted for experience.
Demonstrate integrity in a professional environment
Excellent social, communication and written skills
Able to multitask and prioritize effectively within guidelines
Can identify and analyze potential problems, errors or operational/procedural issues and recommend proper solutions
Superior work ethic, attendance and punctuality required
Knowledgeable in business industry a Plus
Seniority level Not Applicable
Employment type Full‑time
Job function Other
Industries Computer and Network Security, Software Development, and IT Services and IT Consulting
Equal Opportunity Statement Gen is proud to be an equal‑opportunity employer, committed to diversity and inclusivity. We base employment decisions on merit, experience, and business needs, without considering race, color, national origin, age, religion, sex, pregnancy, genetic information, disability, medical condition, marital status, sexual orientation, gender identity or expression, military or veteran status, or other unlawful factors. Gen prohibits discrimination based on these protected characteristics and recruits talented candidates from diverse backgrounds. We consider individuals with arrest and conviction records and do not discriminate against employees for discussing their own pay or that of other employees or applicants. Learn more about pay transparency. To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.
#J-18808-Ljbffr