Senior Identity Alert Specialist

About Gen Gen is a global company dedicated to powering Digital Freedom through its trusted consumer brands including Norton, Avast, LifeLock, MoneyLion and more. Our combined heritage is rooted in financial empowerment and cyber safety for the first digital generations, and today we deliver award-winning cybersecurity, online privacy, identity protection and financial wellness solutions to nearly 500 million users in more than 150 countries. Together, we share a collective passion and vision to protect consumers and help them grow, manage and secure their digital and financial lives. We’re always looking for smart, fearless and high‑impact talent who see AI as a teammate – leveraging it to move faster and deliver meaningful results. When you’re part of Gen, you’ll have the flexibility, tools and support to do your best work and grow your career – from flexible working options and time off to competitive pay, benefits and well‑being programs. 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 Senior agents serve as a support staff for both leaders & specialists. As a senior, your role is to help coach and develop both the agents and our processes to further the department’s goals and objectives. Seniors take an analytical approach to increase efficiencies while reducing risk amongst the team. In addition to this, the senior agents may own high priority cases, as well as take escalated calls. There are also several daily tasks that are needed to be done as well. The senior agent would be a master at managing time, to ensure all critical tasks are done daily. Key Responsibilities Case management for the team, which includes vetting, assigning, and coaching Daily management of department queues and reporting via Salesforce Identify and report department trends to Alerts Leadership Coach and develop agents on a regular basis, to improve their knowledge and ability Handle escalated calls Handle special projects as directed by management Own Alert’s Process, Manual, and related Articles Research and develop relationships with merchants as needed Work on rotational tasks with senior peers based on business needs Own Audit Process by completing monthly case audits Conduct Live Listen call audits Be available for agents as needed to help answer questions Qualifications Self‑directed, self‑motivated, and able to effectively manage own time Able to multitask and prioritize effectively within guidelines Able to handle high‑stress situations calmly and confidently Excellent communication skills, including verbal, written, interpersonal and coaching Knowledge about Identity Theft and Identity Theft trends Knowledge and deeper understanding of LifeLock Terms & Conditions Case Management background Relationship/Vendor Management background Ability to protect all forms of highly confidential and proprietary business information Ability to follow and abide by all information and security policies and practices Strong proficiency with MS Office Suite, including Excel, Word, PowerPoint Minimum of one year using Salesforce CRM or similar, preferred High School or equivalent required Background in fraud investigation #J-18808-Ljbffr Apply