Who Ya Gonna Call? LifeLock Member Services!
Have you called the number on the back of your credit card lately? I have. Recently, I called due to a discrepancy on my billing statement and was a little frustrated when there was a language barrier between myself and the representative. Have you called a company that you do business with when you really need their help to find that they are closed? I have. Prior to becoming a LifeLock member I called my bank (a local credit union) when I noticed a fraudulent charge on my checking account. It just so happened that I noticed this charge late on a Friday evening. When I called I received a recording advising me they were closed for the weekend. My frustration grew as I noticed the fraudulent charges adding up and the money in my checking account decreasing. I finally got in touch with a representative the following Monday, to find that they were most unhelpful. The agent told me that I needed to open police reports, and get documents notarized, offering very little assistance and no empathy.
Most of the nearly 100,000 people who call LifeLock each month don’t realize they are reaching a state of the art 25,000 sq. ft. contact center that is bio-metrically secured, ISO certified, and houses nearly 200 Member Service Agents who are there and available 24 X 7 X 365. They also don’t realize that one of LifeLock’s mantras is ‘do what you should, not what you can’. This might sound like corporate jargon, but at LifeLock it’s what we do.
Recently I sat down with one of our Resolution specialist named Kelly who told me a great story about a recent call she had taken. Our Resolution Specialists are folks you hope you never have to speak with, but you’re grateful that they are there when you need them (this is the team that helps you when your identity has been stolen). Kelly told me about a member named George who called in and thought he’d been a victim of identity theft. After speaking with him, Kelly was quickly able to determine that he had not been a victim of identity theft, rather a victim of an unscrupulous DVD club that wouldn’t stop charging his account. Because George was not a victim of identity theft, Kelly could have easily told him that he needed to work directly with the DVD club, but she knew she could help. Kelly mediated multiple calls between the DVD club and our member. She was able to help get the account cancelled and George’s money credited back to his account. George was so grateful for Kelly’s help he wrote into us, here’s an excerpt from his letter:
“Kelly jumped on my issue with this company and didn’t give up until she was able to talk to someone and get this mess straightened out. Even over the holiday weekend and during our vacation, Kelly was extremely patient with me until I could get home and get her the information to get this company in line. I truly enjoyed talking to her. She made me feel like I was the only person she was dealing with.”
You don’t get to pick when you might become a victim of identity theft. Knowing no matter what time a thief decides to steal my identity, there’s a professional sitting in Tempe, Arizona ready to answer my call helps me rest a little easier at night.
