Incident Coordinator-Remote

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What We'll Bring:

What You'll Bring:

Duties and Responsibilities

Responsibilities include but are not limited to the following:

• Manage assigned case load with minimal direct supervision.
• Manage customer and client expectations.
• Solve complex problems for case stakeholders.
• Communicate clearly to customer the services and support offered.
• Provide professional and courteous customer service and expert assistance to clients and victims of a cyber incident/breach and/or fraud.
• Participates in project plan schedule development, monitoring and reporting.
• Intake prospects and new clients to compile information needed to build a case/project regarding breach/cyber indent and/or fraud.
• Examine and analyze information to determine the severity of the incident.
• Exercises independent judgment in setting priorities to ensure that deadlines and due dates are met.
• Act as point of contact for customer, client and internal experts.
• Gather, assemble and preserve facts, statements or affidavits and other evidence for use in breach remediation and resolving fraud and identity theft issues and/or claims.
• Escalates and refers any incidents that require assistance from other internal departments, coordinates the discussions, meetings and updates.
• Maintain current knowledge of all new appliable regulations pertaining to data breaches.

Qualifications

• 1-5 years Project Management Experience
• Education or certifications can be considered in lieu of historical experience.
• 3-7 years working in a client facing position similar to project management and/or customer service.
• Ability to manage multiple tasks moving at varying pace within a high-pressure service environment.
• Proficient with MS Office suite; expertise with MS Excel preferred.
• Strong written and verbal communication skills.
• Excellent interpersonal skills with focus on empathetic client management.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Results driven, solution and customer focused.
• Team player; collaborative work style is vital as is in keeping with companywide ethos.
• Fluent in English

Impact You'll Make:

• Directs document and data transfers between company and clients
• Actively manage mailings and other data breach related correspondence to include but not limited to: scrubbing data, producing letters, obtaining client approval and coordinating the delivery to mailing service.
• Records and details relevant case notes into database with strong attention to detail and accuracy of information in a timely manner.
• Ensures the closure of all resolved and confirmed Incident records and final report to the proper stakeholders.
• If applicable, language translation for correspondence, reports, training documents, other internal documents as necessary
• If applicable, live Language interpretation between internal and external stakeholders.

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