Who Are We?
We're more than just a company; we're a global leader in digital safety. With a strong
commitment to ensuring that everyone can navigate the digital world securely, we unite the best minds and cutting-edge technology through our family of brands: Norton, Avast, LifeLock, Avira, AVG, Reputation Defender, and CCleaner. Together, we protect over 500 million people worldwide.
Our workplace is built on inclusivity, where your well-being is a top priority. We
believe success comes from balance and authenticity. When you're thriving, you're
unstoppable. So, bring your bold ideas and unstoppable drive, and join us in shaping the digital world. Ready to make an impact? Join #TeamGen.
Mission and Goals (About the Role):
The Restoration Investigator has a variety of functions. This includes supporting the WalletLock function, taking Restoration calls, responding to voicemail messages, and processing member documents. In addition, this position collaborates with various individuals, departments, and organizations to gather information and procedures necessary to provide a timely resolution of member issues and concerns. The Restoration Investigator must be flexible to adjust to a changing environment and be able to handle high-stress situations while remaining calm and confident. A Restoration Investigator is expected to partner with Team Managers and Training to share coaching and trends based on the evaluation of current data to improve the member
experience.
Objectives (What You Will Do in This Role):
- Daily interaction with member’s and third parties to successfully remediate Identity Theft issues.
- Handle escalated situations with minimal support.
- Educate members on Identity Theft, LifeLock Terms of Service and Service Guarantee.
- Consistently meet department goals. (examples: production, NPS and compliance goals).
- Partner with other LifeLock departments to support Restoration goals and initiatives.
- Collaborate with peers and other teams regularly.
- May mentor new representatives and/or representatives seeking Restoration as part of their career path.
Competencies (What You’ll Need to be Successful in this Role):
- Self-directed and self-motivated – able to work independently on a variety of tasks.
- Must be able to handle high-stress situations calmly, confidently and be able to deescalate calls.
- Must be well organized and able to effectively manage own time.
- Must possess excellent communication skills, including verbal, written, interpersonal and coaching.
- Knowledge about Identity Theft and Identity Theft trends a plus.
Security Competencies:
- 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.
Skills:
- Strong proficiency with MS Office Suite, including Excel, Word, PowerPoint.
- Minimum of one year using Salesforce CRM or similar, preferred
- Minimum 6 months in the Restoration Specialist role is required.
Education:
- High School or equivalent required. Bachelor’s Degree preferred.
- Background in fraud investigation
- Background in case management
- Computer proficiency with Microsoft Office Suite
Gen is proud to be an equal-opportunity employer, committed to diversity and inclusivity. We base employment decisions on merit, experience, and business needs, without considering race, color, national origin, age, religion, sex, pregnancy, genetic information, disability, medical condition, marital status, sexual orientation, gender identity or expression, military or veteran status, or other unlawful factors. Gen prohibits discrimination based on these protected characteristics and recruits talented candidates from diverse backgrounds.
We consider individuals with arrest and conviction records and do not discriminate against employees for discussing their own pay or that of other employees or applicants. Learn more about pay transparency.
To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.