Ownership (Processing) Agent

Who we are. Newfold Digital is a leading web technology company serving millions of customers globally. Our customers know us through our robust portfolio of brands. We have some of the industry's most prominent and storied go-to-market brands, including Bluehost, HostGator, Domain.com, Network Solutions, Register.com and Web.com. We help customers of all sizes build a digital presence that delivers results. With our extensive product offerings and personalized support, we take pride in collaborating with our customers to serve their online presence needs. The strength of our company lives in the intersection of our people, our customers, and our brands. As a processing (Ownership) agent, you will assist customers with recovering access to their account and/or domain names. Ownership’s top focus is ensuring customers can successfully access their accounts in a secure process. Our team is responsible for preventing account takeovers from unauthorized actors by following proper validation processes. The Processing role includes the following tasks: What you’ll do & how you’ll make your mark. Process PCR/CER/RNCA inquiries for applicable brands (e.g. Bluehost, Web, HostGator) Review government issued IDs and business documents Communicate with customers via phone and email Partner with cross-functional teams to ensure customer resolution. Review Nametag verification request (Identification Verification Software) Ensure ICANN compliance is maintained. Meet KPI targets and goals to drive our customer experience Additional tasks as directed by your manager Who you are & what you’ll need to succeed. Must have excellent writing and speaking skills to successfully relay clear concise directions to our customers via email or phone Must have a customer-first attitude Must be a team player by contributing to group discussions, receiving and applying constructive feedback as provided by your manager Must have urgency resolving customers concerns quickly and effectively Must be diligent when reviewing customer interactions, account history and online resources. Must be communicative and responsive utilizing team chat, direct messages with leadership, and email 1+ years experience in a customer service role. Experience in the Web-hosting industry is preferred Why you’ll love us. Work-life balance. Our work is thrilling and meaningful, but we know balance is key to living well. We celebrate one another’s differences. We’re proud of our culture of diversity and inclusion. We foster a culture of belonging. Our company and customers benefit when employees bring their authentic selves to work. We have programs that bring us together on important issues and provide learning and development opportunities for all employees. We have 20 + affinity groups where you can network and connect with Newfolders globally. We care about you. We are a family, and we care about you and your family’s physical and mental health by providing competitive HMO benefits – 175k MBL with one free dependent upon one year of service! We also give out Punctuality Bonus, Generous Vacation policy, and much more! Where can we take you? We’re fans of helping our employees learn different aspects of the business, be challenged with new tasks, be mentored, and grow their careers. Unfold new possibilities with #teamnewfold! Internal Candidate requirements: Must be in current role for a minimum of 6 months Must be in good standing in current position (not exceeding verbal) The target compensation for this position is $18 per hour. Individual salaries are determined by various factors including, but not limited to: candidate’s qualifications, such as skills, education, and experience, as well as internal equity and market conditions. Employment with Newfold Digital is at-will and nothing in this Job Description should be interpreted or construed to alter the at-will employment relationship.