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Wireless Fraud Prevention Specialist
2 months ago
Company Overview
DISH Network L.L.C has been at the forefront of connectivity innovation for over four decades. Our extensive services encompass satellite television, live streaming, on-demand content, smart home installations, and mobile solutions, as we strive to establish America's First Smart Network.
Our portfolio includes renowned brands such as EchoStar, Hughes, DISH TV, Sling TV, Boost Mobile, DISH, 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 complications, and advocate for our services while fostering a caring and attentive customer experience through voice and chat interactions.
Key Responsibilities
The Wireless Fraud Prevention Specialist is vital in detecting, reducing, and averting fraudulent activities linked to new service activations and customer upgrades, including the addition of lines.
Responsibilities include:
- Conducting real-time monitoring and management of orders and account details to ensure security.
- 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:
- Scrutinizing customer accounts and transactions for unusual activities or trends
- Keeping comprehensive records of fraud incidents, investigations, and their outcomes
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
- Capability to articulate 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 a comprehensive benefits package that includes:
- Access to 330 free channels, including premium content
- Discounted Sling Blue and Orange service
- 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 professional growth
At DISH, we value diversity and inclusion, ensuring that all individuals are welcomed and supported. We are committed to providing reasonable accommodations for qualified applicants and employees with known disabilities, promoting a workplace where everyone can thrive.
