Identity Alerts Analyst

Gen is a global company powering Digital Freedom through consumer brands including Norton, Avast, LifeLock, Avira, AVG, ReputationDefender, and CCleaner. Our combined heritage is rooted in providing safety for the first digital generations. We bring leading technology solutions in cybersecurity, privacy and identity protection to more than 500 million users in 150 countries so they can live their digital lives safely, privately, and confidently today and for generations to come. We're always looking for smart, fearless, and dedicated people. Together, we have collective passion and a big vision to power Digital Freedom by protecting consumers and giving them control of their digital lives.

When you’re a part of Gen, you are provided access to a range of resources and support to ensure you can do your best work and live your best life. This includes flexible working options with generous time off and competitive benefits & compensation packages.

Diversity is foundational to how we do business because we know the greatest ideas and results come from our unique perspectives and differences. We strive to create a safe, inclusive environment where you can bring your whole self to work. Team members are valued, respected, and celebrated for who they are in a meaningful and exciting atmosphere. Gen is an equal employment opportunity employer. Employment decisions are based on merit, experience, and business needs.

If this sounds like you—Gen has a dynamic, supportive culture with core values that celebrate diversity, promote teamwork, and encourage every team member to contribute and grow—join us!

About Nortonlifelock:

Nortonlifelock is a global leader in consumer Cyber Safety. Bringing together decades of experience in cybersecurity and identity theft protection, we are the consumer ally in today’s connected world. Norton and LifeLock solutions are powered by one of the world’s largest civilian cyber intelligence networks allowing us to help protect against advanced online threats. Nearly 80 million members and customers in more than 150 countries trust us with their personal information. We’re dedicated to making it easy for them to keep their connected lives safer while helping to secure their devices, online privacy, identity, and home and family needs. Learn more at NortonLifeLock.com.

About the Role:

Protect the profitability of the organization by providing world-class service/support and 100% accuracy in member fulfillment. Promptly handle assigned queues, including inbound/outbound calls and mediations for clients/third parties, ensuring quality service delivery within Service Level Agreements (SLA). Ensure responses are completed and documented within approved company performance guidelines and systems. Strive to uphold Gen’s guiding principles of loyalty, integrity, flawlessness, empathy, leadership, ownership, collaboration, and knowledge.

Responsibilities:

• Assist with inbound/outbound mediation calls to quickly stop potential identity theft for members in a fast-paced environment
• Understand the concept of SLA’s and KPI’s to be comfortable with individual and team performance
• Productivity & Quality Standards: accuracy, timelines, thoroughness, customer service satisfaction and responsiveness
• Demonstrate knowledge of cyber security threats and trends
• Ability to work with wide range of computer systems and multiple screens
• Display analytical thinking, organizational/time management skills and multi-tasking capabilities
• Display sound problem-solving and deductive reasoning skills
• Ability to follow a clearly outlined SOP process
• Effectively communicate product features and benefits of upgrades to members
• Customize solutions to meet member specific requirements and address upsell opportunity to meet monthly goal
• Can closely be in team environment, representing alerts and maintain positive Gen culture
• Demonstrates a high skill level of relationship building and sharp communication
• 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

Qualifications:

• High School Graduate or equivalent and 2 years related experience, high level customer service in a call center environment. A college degree can be substituted for experience.
• Adheres to GenDigital 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
• Demonstrate integrity in a professional environment
• Excellent teaming skills
• 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
• Excellent social, communication and written skills
• Able to multitask and prioritize effectively within guidelines
• Can identify and analyze potential problems, errors or operational/procedural issues and recommend proper solutions
• Superior work ethic, attendance and punctuality required
• Knowledgeable in business industry a Plus
• College degree preferred

Gen is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive and accessible environment for all employees. All employment decisions are based on merit, experience, and business needs, without regard to race, color, national origin, age, religion, sex, pregnancy (including childbirth or related medical conditions), genetic information, disability (physical or mental), medical condition, marital status, sexual orientation, gender identity or gender expression, military or veteran status, or any other consideration made unlawful by federal, state, or local law. Gen strictly prohibits unlawful discrimination based on such protected characteristics and seeks to recruit the most talented candidates from diverse cultures and backgrounds.

We also consider employment-qualified individuals with arrest and conviction records. In addition, we will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Learn more about pay transparency.

Gen complies with all anti-discrimination laws.

To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.