Recovery Specialist

IDX is seeking a Recovery Specialist to act as the primary point of contact and subject matter expert for all identity theft cases. The Recovery Specialist will motivate, educate, and empower victims to take part in the recovery process and restore their identity to a pre-theft status. This role will ensure customer satisfaction by proactively providing support online, over the phone, and in writing, while maintaining professionalism and collaboration with all IDX departments and members. The Recovery Specialist will work within IDX performance standards, the company’s mission statement, and established policies and procedures. 

Role and Responsibilities:

The Recovery Specialist - Care Team will interview members about their identity theft concerns, provide information and instructions to victims, and assist individuals in understanding the recovery process and how IDX will resolve their specific case. Key characteristics of this role include maintaining confidentiality, respect for privacy, energy, enthusiasm, excellent communication skills, and a positive attitude. The Recovery Specialist - Care Team must display empathy, compassion, and a general willingness to assist the victim while winning their trust and offering support. 

• Verifies eligibility in the IDX program. 
• Evaluates each victim’s unique fraud situation. 
• Assists victims in reporting the crime to various institutions and in notifying all appropriate agencies. 
• Gathers all necessary written documentation and completed forms from the victim including affidavits of Identity Theft and forgery. 
• Works under pressure while dealing with sensitive and confidential issues. 
• Maintains a thorough record of all communication to and from victims. 
• Follows up promptly and consistently with victims and potential victims, ensuring satisfaction with quality of service and thoroughness of the initial assessment.  
• This position does require flexibility in scheduling, and may include on-call responsibilities, which means the employee must be available to work during scheduled times and varying work shifts. 

Requirements

• Analytical and able to determine and implement effective solutions.
• Efficiently research identity theft using internal and external resources.
• Thoroughly document all victim correspondence.
• Convert verbal communication into clear written records (e.g., fraud claims, professional letters).
• Detail-oriented and highly organized with effective verbal and written communication.
• Independent and creative problem-solver.
• Present information in a clear, comprehensive, and organized manner.
• Build collaborative relationships with creditors, credit bureaus, and other agencies.
• Effectively manage and prioritize workload.
• Team player and able to promote a team-oriented environment.
• Work effectively with people from diverse backgrounds.
• Follow oral and written directions in the form of written procedures and scripts.
• Flexible and able to perform various Care Team Specialist duties and provide support and coverage. 

Desired Qualifications and Skills:

• 3 years of experience in a client-based services environment. 
• Bachelor’s degree or combination of education and/or work-related experience.   

IDX is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.