About NortonLifeLock:

NortonLifeLock is a global leader in consumer Cyber Safety. Bringing together decades of experience in cybersecurity and identity theft protection, we are the consumer ally in today’s connected world. NortonLifeLock solutions are powered by one of the world’s largest civilian cyber intelligence networks allowing us to help protect against advanced online threats. Nearly 80 million members and customers in more than 150 countries trust us with their personal information. We’re dedicated to making it easy for them to keep their connected lives safer while helping to secure their devices, online privacy, identity, and home and family needs. Learn more at NortonLifeLock.com.

About the Role:

The Restoration Support Specalist has a variety of functions. This includes supporting the WalletLock function, taking inbound Restoration calls, responding to voice messages and processing member documents. In addition, this position collaborates with various individuals, departments, and organizations to gather information and procedures necessary to provide a timely resolution of member issues and concerns. The Restoration Support Specialist must be flexible to adjust to a changing environment and be able to handle high-stress situations while remaining calm and confident. A Restoration Support Specialist is expected to partner with Team Managers and Training to share coaching and trends based on the evaluation of current data to improve the member experience.

Responsibilities:

• Daily interaction with member’s and member documents, to support Restorations in various functions, including WalletLock calls, Document Handling, Responding to Voice Messages & Inbound Restoration Calls

• Logs inquiries and updates customer account records and databases.

• Ensures service information is accessible by sorting and filing documents/forms.

• Handle escalated situations with minimal support

• Educate members on Identity Theft, NortonLifeLock Terms of Service and Service Guarantee

• Assist members in identifying lost documents, contacting proper parties and cancelling and restoring our member to previous status

• Consistently meet department goals (examples: production, NPS and compliance goals)

• Partner with other NortonLifeLock departments to support Restoration goals and initiatives

• Collaborate with peers and other teams regularly

• Identifies trends and offers solutions.

• Mentor new representatives and/or representatives seeking Restoration as part of their career path

Competency Requirements:

• Self-directed and self-motivated – able to work independently on a variety of tasks.

• Must be able to handle high-stress situations calmly and confidently.

• Must be well organized and able to effectively manage own time.

• Must possess excellent communication skills, including verbal, written, interpersonal and coaching.

• Knowledge about Identity Theft and Identity Theft trends a plus.

• Case Management background

Security Competencies:

• Ability to protect all forms of highly confidential and proprietary business information and ability to maintain the highest standards of privacy and security.

• Ability to follow and abide by all information and security policies and practices.

Experiences:

• Strong proficiency with MS Office Suite, including Excel, Word, PowerPoint

• Minimum of one year using Salesforce CRM or similar, preferred

Education:

• High School or equivalent required. Bachelor’s Degree preferred.

• Background in fraud investigation

• Background in case management

• Computer proficiency with Microsoft Office Suite

• CITRMS certified within 90 days of hire (score of 80% or better)

#LI-DR1

NortonLifeLock is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive and accessible environment for all employees. All employment decisions are based on merit, experience, and business needs, without regard to race, color, national origin, age, religion, sex, pregnancy (including childbirth or related medical conditions), genetic information, disability (physical or mental), medical condition, marital status, sexual orientation, gender identity or gender expression, military or veteran status, or any other consideration made unlawful by federal, state, or local law. NortonLifeLock strictly prohibits unlawful discrimination based on such protected characteristics and seeks to recruit the most talented candidates from diverse cultures and backgrounds.

We also consider for employment qualified individuals with arrest and conviction records. In addition, NortonLifeLock will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Learn more about pay transparency.

EEO is the law. Applicants and employees of NortonLifeLock Inc. are protected under Federal law from discrimination. See the EEO poster and supplement.