Posted 01/27/23

THE TEAM YOU WILL BE JOINING:

Fortune 500 media and network communications company
Dedication to providing quality service and value by exceeding customer expectations
Expanding national footprint in 41 states
Rich history of growth and diversification

WHAT THEY OFFER YOU:

WHY THIS ROLE IS IMPORTANT:

Actively and consistently supports all efforts to simplify and enhance the customer experience.
Leverage appropriate resources to support the identification and initiation of fraud or abuse investigations, and ensure relevant information is appropriately collected, analyzed, and documented.
Request additional caller documentation when required for investigation.
Complete investigation/documentation and provides communication back to the caller.
Bring resolution to fraudulent claims by employing tools that detect and disrupt fraud schemes.
Evaluate, process, and document fraud, identity theft and customer validation claims.
Exceed customer expectations by understanding their specific requirements and impact.
Utilize defined metrics for tracking and reporting.
Adapt procedures, processes, tools, equipment, and techniques to accomplish the
requirements of the position.
Assist team leader/managers with escalated calls, emails, and corporate escalations.
Identify and present opportunities for improved operational procedures inside and outside the department to team leaders and managers on an ongoing basis.
Collect, research, and validate data against relevant guidelines.
Perform other duties as requested by supervisor.

THE BACKGROUND THAT FITS

3+ years of previous experience
Knowledge and understanding of:
- Cable or telecom operations, fraud investigation and/or detection and analysis, and laws/regulations related to fraud and general risk management
- Billing cycles and cross divisional procedures
- Fraud operations, policies, and procedures
Data analysis skills
Ability to be organized, detailed, meet deadlines, manage time, and maintain accuracy while in a fast paced, high-volume environment
Strong verbal, written and interpersonal communication skills to communicate effectively and professionally with internal and external customers
Ability to maintain confidentiality
Proficiency in Microsoft Office (Excel, Word, Outlook, SharePoint)
Proven knowledge and understanding of the ICOMS and/or CSG billing systems
Self-starter possessing the ability to work independently while supporting a team environment
Ability to remain empathetic while communicating risk decisions, ability to de-escalate calls when communicating difficult messages
Must possess self-motivation, accuracy, problem solving skills and the ability to perform effectively in a fast-paced multi-tasking environment