Customer Care Advocate
6 days ago
TransUnion's Job Applicant Privacy Notice
**What We'll Bring**:
Your role at Sontiq will make a difference in our customers lives. As a Customer Care Advocate, you will provide exceptional customer service and assistance to our customers when they need us most. In situations where the customer has experienced the exposure of their personal information your role is to be both an empathetic listener and a problem solver. Our brand signifies Intelligent Identity Security through technology and our people.
As a Customer Care Advocate, you are the first-line contact for customer issues which requires a polished professional with true customer dedication. Your ability to trouble shoot and give effective clear explanations through a deep understanding of our products and platforms will enable your success with Sontiq and our customers.
**What You'll Bring**:
- Customer Care _
- Provide extraordinary customer care in a professional manner by providing expert assistance to potential victims of identity theft through breaches or other circumstances in a fast-paced structured contact center environment
- Demonstrate active listening to understand the customer’s issue, display empathy and provide the appropriate response or remedy to resolve all concerns
- Educate and advise potential victims of identity theft of appropriate steps to take to protect their identity
- Ensure service is prompt yet provides full resolution of the customer’s concern or inquiry.
- Answer all questions related to our products completely and accurately, and escalate when necessary
- Provide exceptional care and support to customers by answering questions, providing proactive identity protection and advice, and assisting the customers with questions and issues connected to credit services and credit monitoring through impressive communication skills
- Resolve customer concerns to the satisfaction of the customer, within Resolution Center guidelines (taught in training) and up to Company standards
- Drive first contact - own the customer experience and work to exceed their expectations
- Educate and empower our customers to become better users of their services, directing them toward available resources for self-help as appropriate
- Place outbound calls to customers as required to complete resolution
- Proactively look for solutions to problems and propose improvements to leadership if something could work better
- Performance: _
- Achieve SLA requirements by the company such as: Average Handle Time, Quality and Customer Satisfaction Survey scores, Schedule Adherence and other defined KPIs.
- Adhere to work schedule that includes one weekend day/evening shift (Saturday or Sunday) per week
- Follow all call regulations as outlined
- Maintain confidentiality of the organization’s customer and data
- Adhere to policies and procedures internally and comply with external regulations
- Adhere to break/meal schedule as required
- Attitude and Commitment: _
- Be ready to serve our customers by taking inbound phone calls for at least 85% of your day
- Ability to multi-task and follow through on commitments
- Strong organizational and time-management skills
**- **Able to work independently and in a team environment**:
- Reliable and consistent attendance
- Must be a quick learner and great utilizer of resources
- Ability to perform duties remotely in a quiet, secure area while working remote
- Case & System Management _
- Gather, assemble, and preserve customer facts and statements into database
- Ability to utilize administrative consoles to review artifacts and data to assist with customer inquiries and issues
- Use Resolution Center technologies and follow processes in accordance with standards to ensure case-handling accuracy and operational effectiveness, seeing all cases through from beginning to end and within necessary timeframes
**Education and/or Experience**:
- High school diploma required. Associate or bachelor’s degree is a plus.
- 2+ years of Customer Service or Contact Center experience in a remote and/or office setting, particularly in a smaller environment where a wide breadth of knowledge and detail is necessary. Preferred industries: identity theft, credit card, cell phone, mortgage, financial services.
- Proficiency in MS Office and the Internet - strong technical skills with ability to troubleshoot, including accurate data entry, and knowledge of / experience in customer-relationship management system(s)
**You are well-qualified if**:
- You love talking to people on the phone and building relationships with your customers
- You're able to empathize with customers in a genuine way that lets them know you care about their issues
- You are a multitasker with a high sense of urgency
- You’re a team player that can follow and lead as situations dictate
- You’re able to make decisions and solve problems
- You have an ability to explain complex issues in beautifully simple terms
- You’re curious and have a natural ab
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