Symantec Fraud Alert Agent - LifeLock in Tempe, Arizona
About the Role:
LifeLock is a leading provider of proactive identity-theft protection products and services for consumers—and consumer risk-management services for enterprises. Our identity theft protection and remediation services help provide some peace of mind for our nearly 4 million members. With locations in Arizona and California, we’re a growing, performance-driven and customer-focused company. If you want to work in a collaborative environment with the energy of a startup and the strength of an industry leader, we want to talk to you.
Protect the profitability of the organization by providing world-class service/support and 100% accuracy in member fulfillment. Work assigned queues in a timely manner including inbound and outbound calls to clients and/or third parties and complete mediations on client’s behalf in a quality manner ensuring delivery of services within established service level agreement. Ensure responses completed and documented within approved company performance guidelines and systems. Strive to uphold LifeLock’s guiding principles of loyalty, integrity, flawlessness, empathy, leadership, ownership, collaboration and knowledge.
Assist members with mediation calls to stop potential identity theft
Ability to work with multiple systems and multiple screens
Display analytical thinking, organizational skills and multi-tasking capabilities
Display sound problem-solving and deductive reasoning skills
Ability to follow a clearly outlined process
Ability to work closely in team environment, representing alerts and maintain positive LifeLock culture
Demonstrates a high skill level of relationship building and sharp communication skills
May handle special projects as directed by management
Identify, develop and recommend process and behavioral improvements to enhance overall member experience
Maintain a consistent knowledge of industry and competition trends
High School Diploma or equivalent and 2 years related experience, customer service, in a call center environment. A college degree can be substituted for experience.
Adheres to Symantec policies and procedures
Ability to protect all forms of highly confidential and proprietary business information and ability to maintain the highest standards of privacy and security.
Ability to follow and abide by all information and security policies and practices.
Ability to sustain/support ongoing merchant/vendor relationships
Ability to build cross-functional relationship at merchant and vendor levels
Demonstrate excellent written and verbal skills
Stays informed of program policies and procedures; relevant industry trends that effect our business
Able to multitask and prioritize effectively within guidelines
Can identify and analyze potential problems, errors or operational/procedural issues and recommend proper solutions
Regular and punctual attendance required
College degree preferred
Symantec is an equal opportunity employer. All candidates for employment will be considered without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, physical or mental disability, veteran status, or any other basis protected by applicable federal, state or local law.
Relentlessly protect the world’s information. Make a difference at Symantec. Across the globe, we are an ‘essential’ partner to both consumers and businesses of all sizes. We combine our talents, our brains, and our creative energy to reinforce our place as a world-class technical community.
Our most critical asset at Symantec is the talent we hire - you! We look for people who have a desire to excel and reflect our values: Innovation, Action, Customer-Driven, and Trust. We recognize that every opening in our company is a chance to increase Symantec's competitive advantage, and we are willing to invest in you in order to win.
Symantec is an equal opportunity employer. All candidates for employment will be considered without regard to race, color, religion, sex, national origin, physical or mental disability, veteran status, or any other basis protected by applicable federal, state or local law.
Symantec will respond to requests for reasonable accommodations to assist you in applying for positions at Symantec, or to submit a resume. If you need to request an accommodation, please contact HR Service Exchange at https://symantec.service-now.com/hrp/ .
EEO is the Law. Applicants and employees of Symantec Corporation are protected under Federal law from discrimination. Click here at http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf to find out more.