Jefferson Health Plans (JHP) CX Analyst - IDT

Jefferson Health Plans (JHP) CX Analyst - IDT

Location: Brewton, AL

Position Overview:

We are seeking a professional and customer-focused Customer Experience Agent to join our team. In this role, you will serve as the first point of contact for customers, delivering exceptional service, resolving inquiries efficiently, and ensuring a positive overall experience. You will work in a collaborative, team-oriented environment that values communication, growth, and support.


All positions are full-time and include set schedules, paid training, opportunities for professional development, and clear paths for career advancement. Start your career with us today!

Key Responsibilities:

  • Review member applications and account activity for indicators of identity theft, new account fraud, account takeover attempts, and synthetic identity risk
  • Validate identity information and documentation in accordance with CIP/KYC standards and internal policies
  • Identify discrepancies, red flags, and identity-related risk indicators
  • Document investigative findings clearly and accurately in designated systems
  • Communicate investigation outcomes or next steps to internal partners (branches, contact center, business units)
  • Respond to internal inquiries related to identity verification decisions or required follow-up actions
  • Maintain required documentation and evidence to support investigative decisions
  • Use approved identity verification tools and internal systems to assess risk and confirm identity
  • Distinguish between processing errors and potential fraudulent activity and escalate when appropriate
  • Adhere to service level expectations, regulatory timelines, and quality standards
  • Supporting fraud prevention efforts by identifying emerging identity theft trends or patterns

Qualifications:

  • Strong verbal and written communication skills
  • Proficiency with computers, CRM systems, and Microsoft Office
  • Ability to multitask across multiple systems in real time
  • Strong problem-solving skills and attention to detail
  • Ability to work both independently and as part of a team

Applications will be accepted through July 13th

*Recruiter: Kenny Barrett (kennybarrett@provalus.com) Apply