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 member’s 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 heightened 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
#LI-Remote
Aura is proud to be an equal employment workplace. All qualified applicants will be considered for employment without regard to, and will not be discriminated against based on race, color, ancestry, national origin, religion, age, sex, gender, marital status, sexual orientation, gender identity, disability status, veteran status, or any protected category. Beyond equal employment opportunity, Aura is committed to being an inclusive community where all feel welcome.
Aura is dedicated to providing an accessible environment for all candidates during the application process and for employees during their employment. If you need accessibility assistance and/or a reasonable accommodation due to a disability, please let your Talent Acquisition Partner know.
Important privacy information for United States based job applicants can be found here.
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