Job Description

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.

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The Business Operations Analyst protects the profitability of the organization by providing world-class service support and 100% accuracy in member fulfillment. This role will consist of customer requests that require manual intervention and delivery of services while following strict PCI guidelines and meeting established service level agreement. This role ensures account processing is completed and documented within approved company performance guidelines and systems while striving to uphold NortonLifeLock's guiding principles of loyalty, integrity, empathy, leadership, ownership, collaboration, and knowledge.

This role will process new and existing customer requests that require efficient and precise manual intervention in delivery of services while ensuring account processing is complete and well documented within the performance guidelines. Responsibilities to also include processing the removal of member information located within several brokers within the established service level agreement while upholding NortonLifeLock's guiding principles.

Responsibilities:

Manage advancement cases and customer escalations within strict SLAs.

Identify, analyze, and interpret trends or patterns in complex data sets

Respond in a timely and effective manner to member requests/queries in the SFDC tool

Follow established procedures ensuring accurate account processing for opt-out of member's information from respective data brokers

Respond in a timely and effective manner to member requests

Display ability to perform in a consistent, reliable, dependable, and responsive manner with minimal supervision

Able to identify and report patterns in system and process deviations to management

Remain updated with changing products, services, and marketing promotions

Display adaptability to programs and policies

Display sound problem-solving and deductive reasoning skills

Display analytical thinking, organizational skills, and multi-tasking capabilities

Timely contact and resolution of the member, and/or third-party issues via electronic and print communication

To ensure that you can achieve this, you are expected to always be up to date with NortonLifeLock policies and procedures and the functionality of our products. We also expect you to show the highest commitment to our customers and the NortonLifeLock brand.

You will manage or participate in projects where required. Advice on training needs (product-related or otherwise) when necessary. Liaise with other regional departments to respond to queries and work with other company departments to resolve process issues.

Competencies:

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

Must be well organized and able to effectively manage own time

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

Ability and desire to multitask and function in a fast-paced support environment

Demonstrated ability to think critically and analyze and interpret data independently

Sense of urgency in performance of duties

Interpersonal skills that promote collaboration and productivity.

Effective and efficient written and oral communication skills.

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.

Qualifications:

High School Diploma, Bachelor's degree preferred

Min. 1 - 2 years of Customer Service experience

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

Salesforce CRM or similar preferred

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. .

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