Mobile Fraud Prevention Specialist

2 weeks ago

El Paso, Texas, United States DISH Network L.L.C Full time

Company Overview

DISH Network L.L.C has been at the forefront of connectivity innovation for over four decades. Our diverse portfolio includes satellite television services, live streaming, on-demand content, smart home solutions, mobile services, and the development of America's First Smart Network.

Our brands encompass DISH, Sling TV, Boost Mobile, EchoStar, Hughes, OnTech, and GenMobile.

Department Overview

Within the Customer Experience Operations (CXO) division, the Field Operations team serves as the primary liaison between the company and our customers. Our mission is to address customer concerns, avert future issues, and advocate for our services, all while ensuring a caring and connected experience through voice and chat communications.

Key Responsibilities

The Wireless Fraud Prevention Specialist is integral in detecting, managing, and averting fraudulent activities associated with new customer activations and existing account upgrades.

Responsibilities include:

  • Conducting real-time monitoring and management of orders and account details to maintain integrity.
  • Engaging with potential customers through inbound and outbound calls, utilizing analytical tools and probing questions to assess:
    • The authenticity of purchases
    • The validity of customer identities
    • The scope and nature of suspected fraudulent activities
    • Potential offers available to customers
  • Performing off-call research, reviews, and documentation:
    • Tracking customer accounts and transactions for any irregularities or suspicious patterns
    • Keeping comprehensive records of fraud incidents, investigations, and their resolutions

Qualifications and Skills

To be successful in this role, candidates should possess:

  • A High School diploma, GED, or equivalent experience in a call center environment
  • A minimum of 2 years of experience in a call center, ideally in fraud detection or risk management
  • Strong analytical skills to identify patterns and anomalies indicative of fraudulent behavior
  • Intermediate proficiency in Microsoft Office and/or G-suite applications
  • Attention to detail and excellent interpersonal skills
  • Flexibility to adapt to changing business needs
  • A willingness to work varied schedules, with additional pay for weekends, evenings, and holidays
  • A proactive approach to learning and problem-solving
  • The ability to collaborate effectively within a team and across departments
  • Strong observational skills to formulate problem statements based on customer interactions and propose viable solutions

What We Offer

We provide a competitive starting hourly wage of $21.57 along with a comprehensive benefits package that includes:

  • Access to 330 free channels, including premium options
  • Discounted Sling TV services
  • Medical, Dental, and Vision Insurance
  • Paid vacation and sick leave
  • 401(k) plans with company matching
  • Tuition reimbursement programs
  • Significant discounts on DISH, Sling, and Boost Mobile services
  • Opportunities for career advancement and professional growth

At DISH, we are committed to fostering a diverse and inclusive workplace where all employees are valued and supported. We encourage personal and professional development by providing the necessary resources to help you advance your career.

We are an Equal Employment Opportunity Employer and welcome applicants from all backgrounds, ensuring that everyone has equal opportunities for success.

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