- Assist customer with confirmed and potential identity theft events
- Perform tasks on member's behalf with a LPOA
- Contact creditors to assist with disputes and restoration
- Place fraud alerts on members' behalf
- Assist with lost and stolen credit card events
- Provide knowledge and guidance
- Assist with research
- Assist with special projects such as assistance with High Net Worth (HNW) customer and email management
- Would need to handle Member Services calls when necessary
- Previous experience with the Aura Members Services team, or previous experience in a call center working through high escalation, sensitive information, and information recovery
- Ability to stay abreast of Aura products and subscription features, correspondence, complex instructions and identity security regulations
- Exceptional soft skills with the ability to handle calls under pressure and emotionally heighted situation
- Excellent verbal & written communication skills with attention to detail, and the ability to communicate cross functionally
- Ability to read, comprehend, and convey complex instructions to customers.
- Reliable home internet (minimum internet download speed of 50 mbps) and dedicated workspace to ensure confidentiality
- Demonstrated strong problem solving skills and critical thinking
- Excellent multi-tasking skills and can adapt quickly to changes
- Proficient knowledge in Salesforce (1&2)
- Proficient in use of Google Suite
- Ability to work independently and as part of a team
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White Glove Specialist - Austin, United States - Aura
Description
Aura is on a mission to create a safer internet. In a world where our lives are increasingly online, Aura's category-defining suite of intelligent digital safety products help millions of customers protect themselves against digital threats, and that number is growing rapidly. This is an exciting phase at Aura, and our team of over 400 people worldwide is guided by a leadership slate that's successfully grown startups into multi-billion dollar organizations.
Come build with us
About the Role:
The White Glove department is composed of extremely knowledgeable Specialists who understand the importance of assisting our members restore their identity. Victims of Identity Theft are fearful and feel vulnerable, and our Specialists are patient, meticulous and understand the importance of providing care and attention they need to help address our customer's personal situation..
Day to Day:
What you bring to the table:
Aura is committed to offering a generous package to support our employees in all aspects of their life in and out of work. Our packages offer competitive pay, generous health and wellness benefits, retirement savings plans, parental leave, and much more
Pay range for this position is $17-$20 per hour, but may vary depending on job-related knowledge, skills, experience and location.
Aura is proud to be an equal employment workplace. All qualified applicants will be considered for employment without regard to, and will not be discriminated against based on race, color, ancestry, national origin, religion, age, sex, gender, marital status, sexual orientation, gender identity, disability status, veteran status, or any protected category. Beyond equal employment opportunity, Aura is committed to being an inclusive community where all feel welcome.
Aura is dedicated to providing an accessible environment for all candidates during the application process and for employees during their employment. If you need accessibility assistance and/or a reasonable accommodation due to a disability, please let your Talent Acquisition Partner know.
Important privacy information for California job applicants can be found here.
