Award-Winning, White-Glove Resolution Support That’ll Wow Your Customers Every Time

While our technology has undoubtedly evolved over the last two decades since we first began offering identity resolution services in 2003, there’s one thing that hasn’t changed: the level and quality of care we provide to our customers.

We’ll put it bluntly – you won’t find customer service like ours in the identity & cyber protection space (and we’ll even go as far to say that it’s unmatched in any industry). Whether you choose to white-label your program or not, we know our always-available, multilingual Resolution Specialists are still an extension of your brand.

Their Goal Is To Go Above & Beyond, Everyday, Every Time, for Your Customers

Over the past 10 years we have sustained a 99% retention rate among our business partners. 

 

Call centers are often measured on handle times, wait times, and other productivity metrics that give little insight into the happiness of the customer. At Iris, every single one of our Resolution Center employees are measured on customer satisfaction – from Resolution Specialists to floor managers to the VP.

We know that discovering you’ve been the victim of identity theft or fraud can be downright devastating. Your customers need someone who knows exactly what to do, but that can also handle these details with empathy and compassion. It’s one of the things we do best.

Of Course, Our Customer Service Metrics Are a Good Indicator, Too

Our 24/7/365, U.S.-based team is award-winning, with 11 customer service excellence awards under their belt. We track at a 95% average overall satisfaction with an average NPS score of 80 in 2021. And while some companies are happy to get testimonials from time to time, we get hundreds a month, routinely blowing our customers away.

White-glove, do-it-for-you assistance and support will do that, but especially so when some of the most caring people in the world are providing it.
 

Our Experts Have the Credentials To Back It Up

When your customer calls, they reach an expert who has not only undergone extensive in house-training,
but has also achieved the following third-party credentials:

  • Fair Credit Reporting Act (FCRA)-Certified

    The FCRA Basic Certificate Program provides participants with a core understanding of foundational information core to the Fair Credit Reporting Act (FCRA). Staff at every level within an organization will benefit from this program. By supporting staff participation in the certificate programs, organizations are able to demonstrate an investment in both people and products and a commitment to compliance throughout their organization.

  • Certified Identity Theft Protection Advisor (CIPA)

    The CIPA program is an international identity theft management certification which is designed for professionals who can educate, guide, and support consumers with their identity theft prevention, detection, investigation, and resolution solutions.

    Individuals who become Certified Identity Protection Advisor professionals demonstrate possessing unique knowledge and skills for solving one of today’s increasing and challenging issues facing businesses and consumers.

  • Certified Identity Theft Risk Management Specialists (CITRMS)

    The ICFE's Certified Identity Theft Risk Management Specialist – CITRMS® XV is the nation’s only acclaimed training program in Identity Theft Risk Management. The CITRMS® XV Independent Study Guide (ISG) and Exam was written exclusively for the ICFE by Yan Ross, a 25-year veteran of Financial Institution Law, Editor-in-Chief of Cyber Defense Magazine, and the Director of Special Projects for the ICFE.

    The ICFE Certified Identity Theft Risk Management Specialists – CITRMS® XV training course prepares enrollees for a focus as an educator. CITRMS® XV participants are the front line of identity theft risk management and defense for consumers and small businesses alike. Helping people learn how to access and manage their individual or small business risks from becoming victims of identity theft.

    *Certification type is dependent on the job title within the resolution department. Based on case type, cases are assigned accordingly to the appropriately certified resolution specialist.

  • CompTIA Security+

    CompTIA Security+ is the first security certification a candidate should earn. It establishes the core knowledge required of any cybersecurity role and provides a springboard to intermediate-level cybersecurity jobs. Security+ incorporates best practices in hands-on troubleshooting, ensuring candidates have practical security problem-solving skills required to:

    • Assess the security posture of an enterprise environment and recommend and implement appropriate security solutions
    • Monitor and secure hybrid environments, including cloud, mobile, and IoT
    • Operate with an awareness of applicable laws and policies, including principles of governance, risk, and compliance
    • Identify, analyze, and respond to security events and incidents

    *Certification type is dependent on the job title within the resolution department. Based on case type, cases are assigned accordingly to the appropriately certified resolution specialist.

Fair Credit Reporting Act (FCRA)-Certified

The FCRA Basic Certificate Program provides participants with a core understanding of foundational information core to the Fair Credit Reporting Act (FCRA). Staff at every level within an organization will benefit from this program. By supporting staff participation in the certificate programs, organizations are able to demonstrate an investment in both people and products and a commitment to compliance throughout their organization.

Certified Identity Theft Protection Advisor (CIPA)

The CIPA program is an international identity theft management certification which is designed for professionals who can educate, guide, and support consumers with their identity theft prevention, detection, investigation, and resolution solutions.

Individuals who become Certified Identity Protection Advisor professionals demonstrate possessing unique knowledge and skills for solving one of today’s increasing and challenging issues facing businesses and consumers.

Certified Identity Theft Risk Management Specialists (CITRMS)

The ICFE's Certified Identity Theft Risk Management Specialist – CITRMS® XV is the nation’s only acclaimed training program in Identity Theft Risk Management. The CITRMS® XV Independent Study Guide (ISG) and Exam was written exclusively for the ICFE by Yan Ross, a 25-year veteran of Financial Institution Law, Editor-in-Chief of Cyber Defense Magazine, and the Director of Special Projects for the ICFE.

The ICFE Certified Identity Theft Risk Management Specialists – CITRMS® XV training course prepares enrollees for a focus as an educator. CITRMS® XV participants are the front line of identity theft risk management and defense for consumers and small businesses alike. Helping people learn how to access and manage their individual or small business risks from becoming victims of identity theft.

*Certification type is dependent on the job title within the resolution department. Based on case type, cases are assigned accordingly to the appropriately certified resolution specialist.

CompTIA Security+

CompTIA Security+ is the first security certification a candidate should earn. It establishes the core knowledge required of any cybersecurity role and provides a springboard to intermediate-level cybersecurity jobs. Security+ incorporates best practices in hands-on troubleshooting, ensuring candidates have practical security problem-solving skills required to:

  • Assess the security posture of an enterprise environment and recommend and implement appropriate security solutions
  • Monitor and secure hybrid environments, including cloud, mobile, and IoT
  • Operate with an awareness of applicable laws and policies, including principles of governance, risk, and compliance
  • Identify, analyze, and respond to security events and incidents

*Certification type is dependent on the job title within the resolution department. Based on case type, cases are assigned accordingly to the appropriately certified resolution specialist.

What Will Our Resolution Specialists Do on Your Customers’ Behalf?

Recovering from identity fraud means dozens of phone calls and time spent disputing, submitting paperwork, and more. Let us take those stressful tasks off your customers’ shoulders. When we say we do it for you, we mean that 100%. Our Resolution Specialists will take care of everything.

Moreover, all Iris resolution systems and tools are tightly integrated to ensure a smooth and easy customer experience – that’s as brief as possible, because we know your customers have their own lives to get back to.

  • Affidavit Submission

  • Communication With Law Enforcement

  • Creditor Notification & Follow-Up

  • Lost Wallet Assistance & Emergency Cash Advance

  • Travel Arrangements & Translation Services

  • Three Bureau Credit Fraud Alert Placement Assistance & Credit Freeze Assistance

  • Medical Identity Theft Assistance & More!