Full TimeUnited States - Missouri - Kansas CityPosted 03/23/2021Areas of interest: Billing Operations, Credit Services, Customer OperationsRequisition Number: 276807BRCCO102
JOB SUMMARY The Fraud Investigator is responsible for applying fact-finding methods to investigate potential fraudulent activity, including the evaluation of transactions in Cable, Internet and Mobile Orders. The ideal candidate will seek to achieve the optimal balance between customer experience and fraud prevention through interaction with callers, and maintain that balance as the business grows and fraud trends evolve. Responsible for performing research of data and, through interaction with callers, to assist in identifying cases of potential takeover, ID Theft or abuse. Assignments are broad in nature and require the ability to make decisions and multi task.
MAJOR DUTIES AND RESPONSIBILITIES 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.
REQUIRED QUALIFICATIONS Skills/Abilities and Knowledge Ability to read, write, speak and understand English Ability to remain adaptable and resilient to all situations displaying positive behavior that is aligned with Spectrum values
Education Bachelor's degree from a four-year college or university; or equivalent training, education or experience preferably in a field related to fraud OR a High school diploma or general education degree (GED) AND 4+ years of fraud experience externally.
Related Work Experience 4+ years of related experience in similar field and/or training 3+ years of experience dealing with and resolving difficult and escalated issues
PREFERRED QUALIFICATIONS Skills/Abilities and Knowledge Critical thinking skills and the ability to make a decision in every investigation required Working knowledge of cable or telecom operations, fraud investigation and/or detection and analysis, and laws/regulations related to fraud and general risk management Basic data analysis skills Ability to be organized, detailed, meet deadlines, manage time, and maintain accuracy while in a fast paced, high volume environment Possess good verbal, written and interpersonal communication skills in order to communicate effectively and professionally with internal and external customers, while maintaining confidentiality Demonstrates sound business judgment in applying proper policies, procedures and guidelines Exhibits competent multi-tasking skills and takes initiative in diffusing challenging customer contacts Proficiency with Microsoft Office (Excel, Word, Outlook, SharePoint) In depth Knowledge of the ICOMS and/or CSG billing systems, extensive knowledge of billing cycles and cross divisional procedures General knowledge of Fraud operations, policies and procedures Self-starter possessing the ability to work independently while supporting a team environment Enthusiasm and interest in Fraud, compliance and related services Ability to remain empathetic while communicating risk decisions, ability to de-escalate calls when communicating difficult messages Ability to effectively present information and respond to questions from leaders, clients, customers, and the general public Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form Demonstrated working knowledge of computers, spreadsheet and word processing software is required Requires self-motivation, accuracy, problem solving and the ability to perform effectively in a fast paced multi-tasking environment Basic skip tracing skills
Related Work Experience 3+ years of experience in fraud or customer service preferred 2+ years of operational knowledge of Sales & Customer Service is preferred
WORKING CONDITIONS Office environment
The health and safety of our employees and candidates is very important to us. Spectrum has adopted virtual mobile recruiting tools that allow us to continue meeting new candidates. We look forward to “virtually” meeting you.
The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws