Incident Coordinator

This is a fully remote position, open to applicants in New York.

📋 Description

• Oversee a designated portfolio of cyber incidents, data breaches, and fraud-related cases.

• Set priorities and adhere to client deadlines with minimal supervision.

• Act as the primary liaison for clients, affected customers, vendors, and internal experts.

• Conduct client intakes and evaluate incident information.

• Manage proposals, contracts, implementation tasks, project timelines, and service administration.

• Analyze, cleanse, reconcile, and oversee complex datasets for breach notifications and fulfillments.

• Handle breach communications and mailings, including data scrubbing, letter generation, client approvals, secure data transfers, and delivery to mailing services.

• Track case progress, risks, dependencies, and stakeholder expectations.

• Address complex issues and escalate matters that require support from other teams.

• Collect, organize, document, and preserve case facts, statements, affidavits, and other evidence.

• Keep case notes, incident records, project updates, and stakeholder reports in designated systems.

• Integrate applicable data breach requirements into case management and client communications.

• Confirm resolutions, close incident records, and provide final case reports to stakeholders.

⛳️ Requirements

• One to five years of project management experience, or relevant education or certifications that demonstrate equivalent knowledge in project planning and coordination.

• Three to seven years of experience in client-facing roles related to project management, customer service, case management, incident response support, or a similar high-pressure service environment.

• Capability to manage multiple workstreams at varying speeds using independent judgment, while meeting deadlines and maintaining attention to detail.

• Excellent written and verbal communication skills in English.

• Strong interpersonal abilities, analytical thinking, and a client-focused approach that is empathetic and solution-oriented.

• Advanced skills in Microsoft Excel, including VLOOKUP or similar lookup functions and data-cleaning capabilities.

• Proficiency in the Microsoft Office suite.

• Ability to accurately manage secure document and data transfers in accordance with client and company protocols.

• Applicants must be legally authorized to work full-time in the United States without employer support or sponsorship now or in the future.

• Compliance with company policies, sound judgment, trustworthiness, safe working practices, respectful communication, and the safeguarding of confidential and proprietary information.

🏝️ Benefits

• Day-one eligibility for medical, dental, and vision coverage.

• Supplemental plan options available.

• Coverage for spouses, domestic partners, and eligible dependents on select plans.

• Tax-advantaged HSA and FSA accounts.

• Company-paid basic life and AD&D insurance.

• Optional voluntary life and AD&D insurance available.

• Coverage for short- and long-term disabilities.

• Legal plan offered.

• Pet insurance available.

• Coverage for travel accidents.

• Adoption assistance and fertility planning support.

• Caregiver support services.

• Dependent Care FSA with potential for employer matching.

• Complimentary Care@Work membership.

• Up to 12 weeks of paid parental leave, with an option for a gradual return.

• 401(k) plan with employer matching.

• Employee Stock Purchase Plan (ESPP).

• Financial wellness resources available.

• Career coaching services offered.

• Optional long-term care insurance available.

• Tuition reimbursement provided.

• Flexible time off for exempt employees or paid time off for non-exempt employees.

• Up to 12 paid holidays each year.

• Commuter benefits offered.

• Employee discounts available.

• Charitable gift matching program.

• Paid volunteer time off provided.

• Corporate volunteer events held.

• 24/7 access to professional therapy, coaching, and emotional well-being support.

• Guided meditation and resources for physical, mental, social, and financial wellness.

• Eligibility for an annual bonus plan for regular, full-time non-sales roles.

• Potential eligibility for long-term incentives and other payments based on company policies and plan documents.

• Remote work arrangement available.