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Manager, Consumer Investigations
Ref No.: 18-13326
Location: Nashville, Tennessee
Client's Identity Theft and Breach Notification (ITBN) practice helps clients and their advisors, including boards of directors, legal counsel, and insurance providers, resolve the myriad complex issues resulting from a data breach. Since 1999, the team has facilitated the response for thousands of breaches across North America impacting over 100 million individuals. ITBN serves organizations from a wide range of industries, such as: healthcare, financial and business services, government, and higher education. Our customized services include notification, call center, and identity monitoring and restoration solutions. In addition to serving business and enterprise clients, ITBN builds and offers a comprehensive identity theft protection service through strategic partnerships. The service is backed by Client's Licensed Investigators, who counsel members and work to remedy problems caused by identity theft.

Position Overview: The Manager, Consumer Investigations is a subject matter expert and industry thought leader in identity theft services ensuring that Client provides industry leading services to our clients and consumers. The Manager is responsible for Client's identity theft restoration services by ensuring product delivery and service level commitments meet the needs and expectations of Client's clients and consumers, as well ensuring adherence to contractual and compliance requirements. This role includes leading a team of Investigators in the US and Canada in delivering high quality support by establishing, managing, and improving key performance metrics to reflect service delivery, employee utilization, and productivity of the team. The manager will continuously evolve the product, service delivery and capabilities of the team, informed through industry awareness and research. The Manager will also represent the investigations and operations team within the business and with vendors, clients, and consumers.

  • Acts as operational thought leader emphasizing consistent consumer and client experience resulting in outstanding service delivery
  • Drives a culture of metrics and data driven decision making through the team to continuously improve team and process performance
  • Acts as industry thought leader, staying current on trends in identity theft and continuously evolving consultation and restoration services to ensure they are industry leading and evolving as the crime itself evolves
  • Augment restoration capabilities to ensure that the service is continuing to advance and differentiate itself from other providers in the market
  • Partner with product and marketing teams to position investigations as a key differentiator
  • Partner with other consumer services leaders to manage research efforts and create framework to ensure that that end-to-end investigations processes are current, consistent, follow compliance/government regulations and cultural guidelines, and are as effective as possible for clients and consumers
  • Support client relationships by providing content expertise in restoration services and resolution of credit and non-credit issues related to Client services
  • Operational ownership of key client relationships and participation on cross-functional team to ensure consistent, high quality investigations experience for all clients and consumers
  • Provides support for escalations and ensures all escalations are resolved with a high level of service while protecting the business and our relationships
  • Partners with operations leadership to provide oversight of standard operating and call schedule for team to ensure appropriate coverage for investigations services; including flexibility to provide rotating management coverage during hours of operation (7am-7pm CT)
  • Partners with operations and practice leadership to set and achieve team and individual objectives
  • Demonstrate leadership by supporting management team goals and decisions
  • Ensures all team employees are held accountable to a high level of performance via effective coaching, continuing training, career development, and periodic performance reviews
  • Train, develop and mentor staff to instill the concepts and values of Client and the practice through communication and modeling of company values, while reinforcing the behavior represented by these values, and holding team accountable to those same behaviors
  • Represent investigations and operations teams as required with clients, vendors, and internal stakeholders
  • Other duties as assigned
  • Education – Bachelor's degree or equivalent is required although relevant experience will be considered in lieu of a degree; Master's degree preferred
  • Direct and expert level knowledge of identity theft industry including procedures and trends with at least 8-12 years of progressive industry experience
  • Private Investigator's License from the State of Tennessee required within 6 months of employment
  • Active membership in representative organizations preferred (e.g. Association of Certified Fraud Examiners, (International Association of Financial Crimes Investigators)
  • 5-8 years of people management and leadership responsibilities
  • Demonstrated understanding of the FCRA and FACTA legislation as it applies to ID theft and identity restoration
  • Must be proficient in MS Office products, i.e. Word, Excel, PowerPoint
  • Demonstrated experience with case management, call center and/or business intelligence (BI) reporting
  • Must be detail and process oriented requiring demonstrated excellence in customer service, client relations, time management, and project prioritization
  • Must be able to think independently and make sound decisions
  • Must be flexible, enthusiastic and adaptable
  • Excellent interpersonal and communication skills (listening, verbal, written)
    • Must demonstrate the ability to work collegially and effectively with current and potential clients, as well as staff at all levels of company (Client).
    • Ability to communicate effectively particularly with external clients and internal colleagues demonstrating the ability to reach the desired outcome.
    • Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; participates in meetings.
    • Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; able to read and interpret written information