Customer Support Representative – Identity Theft

At Gen, we are scrappy and relentlessly customer driven. We create room for healthy debate,

experimentation and continuous learning, and we seek out people with different experiences,

identities and ideas to join our team. You’ll work with people who back each other, respect each other and understand that our differences are a competitive advantage.

If this sounds like you, we’d love you to be part of Gen.

About the Role

The Alerts Agent is responsible for supporting members who are affected by potential identity theft through timely, accurate case handling, queue management, and member support. This

role focuses on delivering high-quality service, following established processes, and

documenting work thoroughly in a fast-paced environment.

This position is suited for someone who has excellent critical thinking skills, can manage

assigned work efficiently, deliver a strong member experience, apply sound judgment within

guidelines, and contribute to overall team performance through consistency, quality, and

accountability.

Key Responsibilities:

 Manage and work assigned alerts-related cases and queues in a timely, accurate, and

quality-focused manner while meeting established service expectations.

 Assist members through inbound and outbound support activities related to alerts and

mediations.

 Complete work in accordance with approved procedures, service expectations, and

company performance guidelines.

 Demonstrate strong attention to detail, sound problem-solving, and good judgment

when reviewing cases and identifying next steps.

 Maintain accurate case documentation within approved systems.

 Deliver a high standard of customer service, responsiveness, accuracy, and

thoroughness.

 Build effective working relationships with internal teams, merchants, vendors, and other

third parties as needed to support resolution.

 Maintain knowledge of relevant policies, procedures, industry trends, and identity

protection or cybersecurity-related threats.

 Participate in special projects or additional work assignments as directed by management.

 Follow all information security, privacy, and confidentiality requirements.

About You:

 Self-motivated and able to manage multiple responsibilities independently.

 Strong verbal and written communication skills.

 Strong organizational and time-management skills.

 Strong active listening skills and attention to detail in resolving member needs.

 Ability to follow clearly defined processes and work effectively within guidelines.

 Maintain strict confidentiality and uphold the highest privacy and security standards.

Skills and Experience:

 Proficiency with Microsoft Office Suite

 Experience with Salesforce CRM or similar platform preferred.

 1+ years of related customer service or call center experience preferred; relevant fraud, identity

protection, or case management experience is a plus.

 Background in fraud, identity theft, or investigation

Education:

 High School Diploma or equivalent

 FCRA Certification a plus

What’s Next:

After you submit your application, you can expect the following steps in the recruitment process:

TA Call

In person Joint Interview

Follow Up