Customer Service Coordinator (Part-Time/Call Center)

ID Analytics is a leader in credit and fraud risk solutions with patented analytics, proven expertise and up-to-the-minute insight into consumer behavior. Founded in 2002, with a vision to think differently about how institutions solve the problem of verifying consumers’ identities, we now solve a full range of identity challenges, including assessing credit risk and improving online customer experience. Our tools help our clients protect themselves and their customers from identity risk and fraud. Our solutions are all powered by analytics, but it’s our access to data unseen by other bureaus that differentiates our solutions.  ID Analytics is a Symantec company.

We are looking for a Part-Time Customer Service Coordinator to join our team.

Customer Service Coordinator

  • Accept and manage incoming consumer calls, faxes and mail correspondence. Process and report on these requests as required and within SLA levels.
  • Provide superior service via phone and in processing responses to mail and fax inquiries and requests.
  • Produce consumer disclosure reports following established processes.
  • Implement security freezes and lifts. Process opt-out requests and work with consumers on resolving disputes.
  • Ensure all consumer communications are properly logged and tracked as per established processes, including strict adherence to FCRA regulations.
  • Reduce hostile or emotional situations to reduce risk to company, clients, or enterprises.
  • Recognize and escalate instances of possible fraud.
  • Collects and responds to written complaints regarding SageStream.
  • Creates and recommends process enhancements for consumer service delivery.
  • Maintains understanding and knowledge related to FCRA to handle questions, respond to, and/or resolve escalated issues.
  • Prepares details of escalated consumer issues to be presented to more senior team members and Legal for collaboration on resolution.
  • Updates Consumer Office procedures manual based on annual reviews, audits and/or changes in regulatory environment that may warrant procedure modifications.
  • Partner with Legal and Product teams to participate in and prepare for audits.
  • Updates job knowledge by participating in educational and training opportunities.
  • Maintain CDIA FCRA certification (every 2 years or as otherwise required by the Company).
  • Other duties as assigned.

Qualifications:

  • High school diploma or GED is required.
  • At least five years of customer service experience to include call center experience.
  • Excellent oral and written communication skills to include the ability to:
    • Eloquently compose clear and concise written correspondence;
    • Use questioning and listening skills that support effective telephone communication;
    • Apply the proper telephone etiquette to satisfy various consumer situations;
    • Apply appropriate actions to effectively control a telephone call;
    • Simplify complex ideas and provide clear concise responses that resolve inquires; and
  • Apply the elements of building positive rapport with different types of consumers over the phone
  • Ability to rapidly gain a demonstrated knowledge and understanding of identity theft/fraud.
  • Ability to target consumers’ core concerns in real time. Ability to recognize and escalate instances of possible fraud
  • Understand the impact of attitude in handling calls professionally
  • Demonstrated ability to effectively deal with job stress, angry callers, and upset consumers.
  • Demonstrated ability to work effectively with shifting priorities, ambiguity, and difficult situations.

Preferred Qualifications:

  • Experience with E-Oscar
  • Prior credit bureau experience
  • Bilingual