Data Breach Support Specialist - Contact Center Agent - Part Time

Data Breach Support Specialist - Contact Center Agent - Remote

The Contact Center Agent serves as the frontline representative for individuals impacted by a data breach. This role requires a high level of professionalism and empathy to guide callers through sensitive situations, provide accurate information, and assist with enrollment in protective services such as credit monitoring.

Accepting Applications from the following states: 

AL, AZ, CO, CT, DE, FL, GA, ID, IL, IN, KS, KY, LA, MD, MA, MI, MN, MO, NV, NJ, NY, NC, OH, OK, OR, PA, SC, TN, TX, UT, VA, DC, WI.

At this time, we cannot accept Applications from the following states:

California, Alaska and Hawaii

 Job Responsibilities:

• Inbound Call Handling - Respond promptly and professionally to inbound calls from individuals who have received data breach notifications. Follow approved scripts and FAQs to ensure consistent and compliant messaging. Verify caller identity using protocols outlined in reference materials and case-specific guidelines.
• Customer Support & Empathy - Provide clear, compassionate, and informative responses to caller inquiries, especially those experiencing distress or confusion over the possibility of their personal information being compromised. Demonstrate active listening and emotional intelligence to de-escalate concerns and build trust.
• Enrollment Assistance - Guide callers through the registration process for credit monitoring or identity protection services, as applicable. Clarify the purpose and implications of the breach notification letter and available remedies.
• Escalation & Documentation - Accurately document caller interactions and escalate complex or unscripted inquiries to the appropriate internal teams. Maintain detailed records of calls, including caller concerns, actions taken, and follow-up requirements.
• Technical Proficiency - Navigate internal platforms and systems to access caller records, update information, and initiate service requests. Utilize email, internet tools, and CRM systems to support call resolution and follow-up.
• Compliance & Security - Adhere to data privacy regulations and internal protocols for handling sensitive information. Recognize and report potential phishing attempts or fraudulent activity.

 Qualifications:

• Prior experience in customer service or call center environments with call center experience a plus.
• Strong verbal communication and interpersonal skills.
• Ability to remain calm and professional under pressure.
• Familiarity with software applications, internet navigation and email communication.
• Bilingual capabilities are a plus, with hourly premium paid for bilingual candidates.
• Ability to work remotely with limited direct supervision.

 Remote Work Requirements (computer equipment is not provided for remote workstations):

All employees must meet the following minimum requirements to be eligible for remote work:

Laptop/Desktop Requirements:

• Laptop/Desktop is not shared by other household members
• Webcam with video and audio function
• Google Chrome web browser installed
• Windows 11 or newer operating system
• 8 GB RAM minimum for laptop/desktop

Internet Requirements:

• Non-Public and unshared internet access
• Password protected internet connection access
• Minimum security standards of WPA, WPA2, or WPA3