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Wireless Fraud Prevention Analyst
2 months ago
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, live streaming, on-demand content, smart home services, and mobile solutions, as we work towards establishing America's First Smart Network.
Our brands encompass DISH, Sling TV, Boost Mobile, Hughes, EchoStar, 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, dedicated to resolving issues, preventing future challenges, and promoting our offerings through attentive voice and chat interactions.
Key Responsibilities
The Wireless Fraud Prevention Analyst is vital in detecting, managing, and preventing fraudulent activities associated with new activations, customer upgrades, and additional line requests.
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
- The applicable offers for customers
- Performing off-call research, reviews, and documentation:
- Tracking customer accounts and transactions for suspicious patterns or activities
- Keeping comprehensive records of fraud incidents, investigations, and 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
- A detail-oriented mindset and excellent interpersonal skills
- Flexibility to adapt to changing business needs
- A willingness to work varied schedules, with additional pay for weekend, evening, and holiday shifts
- A proactive approach to learning and problem-solving
- The ability to collaborate effectively within a team and across departments
- Capability to formulate problem statements based on customer interactions and propose potential solutions
What We Offer
We provide a competitive starting hourly wage of $21.57 along with an extensive benefits package that includes:
- Access to 330 free channels, including premium options
- Discounted Sling Blue and Orange service
- Comprehensive Medical, Dental, and Vision Insurance
- Paid vacation and sick leave
- 401(k) plan with company-matched contributions
- Tuition reimbursement programs
- Significant discounts on DISH, Sling, and Boost Mobile services
- Opportunities for career advancement and personal growth
At DISH, we are committed to fostering a diverse and inclusive workplace where all individuals are valued and supported. We encourage candidates from all backgrounds to apply, and we are dedicated to providing reasonable accommodations for applicants with known disabilities.
