Job Description

This is an exciting collaborative project between **Epiq Global and Raise Recruiting**. While you will be working directly with Epiq Global on the assignment, Raise Recruiting will be your official employer of record, managing all contracts, payroll via Beeline, and employment-related administration. This is a W-2 employee role with ongoing projects. 

Our flexible shifts are ideal for students, stay-at-home parents, and anyone who prefers to work from home. We offer the following shifts Monday - Friday.

9:00 am - 1:00 pm 9:00 am - 3:00 pm

1:00 pm - 3:00 pm 1:00 pm - 5:00 pm

3:00 pm - 9:00 pm 5:00 pm - 9:00 pm

The Contact Center Agent serves as the frontline representative for individuals that are potentially impacted by a cyber incident and have received data breach notifications. 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.

Our professional training is conducted by our Contact Center Training Specialist, and it is paid!

**Job Responsibilities:**

* **Inbound Call Handling** - Respond promptly and professionally to inbound calls from individuals who have received data breach notifications with information making them aware of a **cyber incident**. 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.

**This is a US based remote position. You cannot work outside of the US. **

**Remote Workstation 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
* Headset with noise cancellation
* 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
* Secure area for workstation where your computer screen is not seen by others.
* **Personal VPN's cannot be used.**

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