Identity Restoration Specialist - Hybrid* -Scottsdale, Arizona, 85256

Allstate Identity Protection is a part of The Allstate Corporation, which means we have the same innovative drive that keeps us a step ahead of our customers' evolving needs. We combine our advanced investigative systems with our expertise in working with businesses to ensure our customers remain protected from any online threat.

Company and Org Overview:

• Allstate Identity Protection, formerly known as InfoArmor, is a wholly owned subsidiary & belongs to the Family of Companies (FOC) of the Allstate Corporation. Our comprehensive tools proactively monitor identity threats, alert our subscribers at the first sign of fraud, and fully restore their identity if a breach occurs, offering unmatched protection across privacy, finances, and cyber risks.

• Our Privacy Advocates Org comprising of Customer Care, Op Ex and Restoration Specialists is the backbone to protecting our 3M and growing subscriber base, and as a Restoration Specialist you will play a vital role in helping individuals reclaim their peace of mind via our full-service remediation services.

• As a Restoration Specialist, you will play a vital role in helping individuals reclaim their peace of mind, all while working in a supportive, growth-oriented environment.

Batch Start, location, hybrid work, and work hours:

• The new RS batch will start on Monday, October 27th, 2025. Onsite interviews until Oct 15. Five (5) weeks of onsite training between 7 am and 3.30 pm

• We are located at 7350 N Dobson Rd #101, Scottsdale, AZ 85256, next to Top Golf and close to Talking Stick Resort

• Onsite and Hybrid work: Onsite is 5 days per week until you qualify for hybrid work and after completing the CIPA or FCRA certifications. This could be after 3-4 months

• Our Restoration operating hours are 6 am to 5 pm Monday through Friday. Agents will work 8-hour shift/5 days per week.

Compensation: Full time with benefits

• Hourly nonexempt starting base pay: $25.20 (not negotiable, please ignore the compensation range shown below). Eligible for overtime and double time pay.

• Discretionary quarterly bonuses; awarded to the top 20% in Privacy Advocates Org.

• Benefits (partial list): $80/ month connectivity stipend, up to 20 days per year PTO, 9 national holidays, medical/dental/vision with HRA/FSAs, and other benefits. Please visit our benefits site allstategoodlife.com for further details.

Mandatory Certification:

• Company sponsored, and paid Restoration Certification (CIPA, FCRA) will need to be pursued after the hire date if not already certified.

Essential Functions:

Primary duties:

• Take inbound calls (routed by our customer care agents) and occasionally make outgoing calls to assist subscribers with resolution of identity theft cases through various means of communication, including phone calls, email, and printed documentation.

• Work with creditors, lenders, and credit bureaus to resolve fraudulent activity.

• Function as an expert in identity theft protection and resolution.

• Demonstrate a high degree of empathy, compassion, and professionalism.

• De-escalate difficult subscriber situations.

• Collaborate with team members, seniors, and leadership.

• Utilize strong professional written and verbal communication skills.

• Champion change and innovation with positivity and a focus on solutions.

Secondary duties:

• Support Customer Care Specialists and Seniors when needed; often these are during our busy seasons like Open Enrollment.

• Assist Senior Restoration Specialist and Managers with special projects and assignments.

• Assist with training which may include side-by-sides, as well as creating and presenting materials.

• Conduct research and aid in enhancement of current processes or creating new ones.

Preferred education, skills, and experiences:

• FCRA and/or CIPA certified.

• Associates degree

• 3 years' Call Center experience and 2+ years of fraud prevention experience from banking, similar identity protection companies, or related.

• 1+ years of customer/client service experience, including experience managing difficult client situations.

• Awareness of Lexis Nexus, FTC regulations, and related fraud protection tools, databases, and technologies

• Experience researching and or, contacting consumer reporting agencies.

• Understanding of fraud typologies and escalation protocols.

• Basic knowledge and understanding of Federal/State/Local criminal statutes, bank regulatory, and compliance process related to fraud resolution.

Required education, skills, and experiences:

• High School Diploma or GED. 1 year or more of Call Center or Contact Center experience. 6 months or more experience in the industry or work experience of fraud prevention or identity theft restoration.

• Ability to navigate multiple software applications; we use Citrix, Salesforce, Genesys, Workday, Confluence, OneNote, Outlook/MS office.

• High proficiency in computer comprehension and typing skills.

• Demonstrate strong case management skills.

• Dependability and strong work ethics with the ability to meet given deadlines.

• Excellent time management, organizational skills, and diligence.

• Possess a passion to provide great customer experience.

• Focused on self-development and personal accountability.

• Have a powerful desire to function as a collaborator and team player to assist all employees in the Customer Care division.

• High performance in current role as measured by quarterly incentive metrics.

• The ability to maintain confidential information.

At Allstate Identity Protection, you will not just be starting a job, you will be joining a mission-driven team that is redefining what it means to protect people in the digital age. With competitive pay, generous benefits, hybrid flexibility, and a culture that values empathy, innovation, and personal development, this is your opportunity to make a real impact, every single day.

AIP2024