Incident Coordinator

This is a fully remote position, open to applicants in Costa Rica.

📋 Description

• Independently manage a caseload, prioritize tasks, and adhere to deadlines in a dynamic environment.

• Act as the main point of contact for clients, affected individuals, and internal stakeholders, offering timely updates and support.

• Oversee the complete cycle of case activities, encompassing intake, implementation, monitoring, reporting, and closure.

• Collect and evaluate information to identify cyber incidents, data breaches, fraud, or identity theft cases and determine their severity.

• Address complex issues, escalate as necessary, and facilitate cross-functional discussions and actions.

• Gather and sustain evidence, documentation, and records to assist with breach remediation and fraud-related claims.

• Handle breach communications, data transfers, mailings, and associated vendor coordination.

• Ensure precise case documentation, uphold regulatory compliance, and deliver final reports.

• Provide English-language communication assistance, including translation or interpretation when necessary.

⛳️ Requirements

• One to five years of experience in project management; relevant education or certifications may substitute for historical experience.

• Three to seven years of experience in a client-facing role akin to project management or customer service.

• Capability to handle multiple tasks progressing at varying speeds while maintaining accuracy, attention to detail, and sound judgment.

• Excellent written and verbal communication, interpersonal, analytical, and problem-solving skills, with a focus on empathetic client management.

• Proficiency in English.

• A collaborative, results-oriented, solution-focused, and customer-centric work approach.

• Proficient in the Microsoft Office suite.

• Advanced skills in Microsoft Excel for managing complex datasets.

• Practical experience with Excel lookup functions, including VLOOKUP or similar functions.

• Practical experience using Excel text-cleaning functions, including CLEAN or comparable methods.

• Ability to maintain detailed and accurate case notes in a database and coordinate document and data transfers.

• Ability to develop, monitor, and report on project plans and schedules.

🏝️ Benefits

• Remote position with occasional in-person attendance at work-related events at management’s discretion.

• Flexibility in work/life balance.

• Support for professional development and career growth.

• Resources available for teams worldwide to collaborate and strive for excellence.