About the Role
White Glove Specialist
at Aura
Remote USA
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:
- Assist customer with confirmed and potential identity theft events
- Perform tasks on members 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
What you bring to the table:
- 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