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:

• Culture: Environment of flexibility, success, and accountability
• Growth: Exceptional personal and professional growth potential
• Opportunity: High visibility to senior leadership
• Stability: Emphasis on developing and retaining top talent

WHERE THIS POSITION IS LOCATED:

• Kansas City, MO

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 leader 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

•  Ability to understand English
• 3+ years’ experience in similar field/fraud training
• 3+ years dealing with and resolving difficult and escalated issues
• Adaptable and resilient
• Critical thinking; able to diffuse challenging customer contacts
• Knowledge of cable or telecom operations, fraud investigation/detection, and laws/regulations related to fraud and general risk management
• Organized, time management skills, maintain accuracy in face-paced environment
• Microsoft Excel Proficiency
• Knowledge of ICOMS, CSG billing systems, and billing cycles
• Knowledge of Fraud operations