Responsibilities
- Conduct telephone interviews with clients to gather information about breach, fraud, and identity theft incidents.
- Assess and analyze data to determine the severity of fraud, breach, and identity theft cases.
- Set priorities and manage deadlines to ensure timely resolution of incidents.
- Provide professional and courteous support to clients and victims of breach, fraud, and identity theft.
- Manage client and customer expectations throughout the resolution process.
- Serve as the primary contact for clients, customers, and internal experts.
- Collect, organize, and preserve evidence for breach remediation and resolving fraud and identity theft issues.
- Draft correspondence, initiate communications, and liaise with creditors, law enforcement, and government agencies.
- Clearly communicate available services and support to customers.
- Consult with clients on breach incidents to determine necessary remediation steps.
- Escalate incidents to other departments as needed and coordinate discussions, meetings, and updates.
- Identify and report trends and unique situations to internal and external parties.
- Stay updated on laws and regulations related to breach and identity theft.
- Prepare written proposals for breach services tailored to specific situations.
- Participate in project planning, scheduling, monitoring, and reporting.
- Manage document and data transfers between the company and clients.
- Handle mailings, including data scrubbing, letter production, client approval, and delivery coordination.
- Ensure timely communication with internal team members, clients, and third parties.
- Record and detail case notes in the database with strong attention to detail and accuracy.
- Ensure the closure of all resolved and confirmed incident records and final reporting to the client.
- Oversee the efficiency and effectiveness of the breach/fraud incident process.
- Provide language translation for correspondence, reports, training documents, and other internal documents as needed.
- Offer live language interpretation between clients and internal departments for support calls with forensic and privacy experts.
Requirements
- Experience in project management.
- 3-5 years in a client-facing role similar to customer service.
- Ability to manage multiple tasks with varying deadlines.
- Proficient with MS Office suite and tech-savvy.
- Strong written and verbal communication skills.
- Excellent interpersonal skills and good listener.
- Ability to elicit cooperation from diverse sources, including teams, clients, and other departments.
- Keen attention to detail.
- Proven analytical and problem-solving abilities.
- Ability to prioritize and execute tasks in a high-pressure environment; very organized.
- Results-driven and customer-focused.
- Team player with a collaborative work style.
- Self-motivated and able to work with minimal supervision.
- Fluent in English and French.
Nice to Have
- Proficient with reporting systems, such as claims or client management systems.
Compensation
12-month maternity leave contract
Work Arrangement
On-site
Team
Client-facing
Other
- This job posting is for an existing vacancy. The opening is the result of a newly created position.
- Accommodation is available, including for applicants with disabilities, in accordance with applicable laws.
Not specified
