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Wireless Fraud Prevention Analyst

2 months ago

El Paso, Texas, United States DISH Full time

Company Overview:

DISH has been innovating the landscape of connectivity for over four decades. Our extensive operations encompass satellite television services, live streaming, on-demand programming, smart home installations, mobile products, and the development of America’s First Smart Network.

Our portfolio includes renowned brands such as EchoStar, Hughes, DISH TV, Sling TV, Boost Infinite, Boost Mobile, DISH Wireless, OnTech, and GenMobile.

Department Overview:

Within the Customer Experience Operations (CXO) sector, 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 while actively listening and engaging with customers through voice and chat interactions.

Key Responsibilities:

The Wireless Fraud Prevention Analyst is essential in detecting, managing, and averting fraudulent activities associated with new activations, customer upgrades, and additional line requests.

Responsibilities include:

  • Conducting inbound and outbound communications with prospective customers, utilizing analytical tools and probing questions to assess:
    • Legitimacy of purchases
    • Verification of customer identity
    • Scope and nature of suspected fraudulent activity
    • Applicable offers for customers
  • Performing off-call research, documentation, and review:
    • Monitoring customer accounts and transactions for suspicious patterns
    • Keeping detailed records of fraud incidents, investigations, and resolutions

Qualifications:

  • High School diploma, GED, or equivalent experience in a call center environment
  • At least 2 years of experience in a call center, preferably in fraud detection or risk management
  • Strong analytical skills to identify patterns and anomalies indicative of fraudulent behavior
  • Proficient in Microsoft Office and/or G-suite applications
  • Position requires on-site presence
  • Detail-oriented with excellent interpersonal skills
  • Flexibility to adapt to changing business needs
  • Willingness to work varied schedules, with additional pay for weekends, evenings, and holidays
  • Ability to learn through practical experience and adapt quickly to new situations
  • Self-motivated with a curiosity for discovering new process improvements
  • Collaborative mindset to work effectively within teams
  • Capable of formulating problem statements based on customer interactions and proposing solutions

What We Offer:

  • Starting hourly wage of $21.57
  • Comprehensive Benefits Package:
    • Access to 330 free channels, including premium options
    • Discounted Sling Blue and Orange service at $5 monthly
    • Boost Infinite wireless service at $10 per line (up to 5 lines)
  • Medical, Dental, and Vision Insurance
  • Paid vacation and sick leave
  • 401(k) plan with company matching
  • Tuition reimbursement programs
  • Significant discounts on DISH, Sling, and Boost Infinite services
Opportunities for career advancement:
  • Be part of a team that is poised to transform the wireless industry
  • This role serves as a stepping stone to various career paths within the company, with clear career progression and growth opportunities.

We are committed to fostering personal and professional development by equipping you with the necessary tools to advance your career.

Diversity and Inclusion:

At DISH, we celebrate diversity and inclusion, ensuring that all individuals feel welcomed and supported. Explore how our employees connect and collaborate through shared interests and experiences.

For more information on our benefits and career opportunities, please visit our careers website.

Candidates must successfully complete a pre-employment screening, which may include a drug test.

Salary Range:
USD $21.57 / Hour