Call Center Fraud Analyst

AT&T•Mesa, AZ

2d•Onsite

About The Position

Take the lead at the frontline of our company as a Fraud Analyst. This is your opportunity to make an impact with AT&T – a global leader in communications and technology, in a career where we’ll count on you to deliver a best-in-class customer experience. This position requires office presence of a minimum of 5 days per week and is only located in the location(s) posted. No relocation is offered. As a Fraud Analyst, you’ll investigate fraud alerts on residence and business customers through inbound and outbound telephone calls, correspondence, and various computer systems. You will serve as a point of contact for law enforcement agencies and legal entities related to the fulfillment of subpoenas and court orders. You’ll make decisions on suspending, permanently disconnecting service, and issuing credits based on fraudulent activity. You’ll update various databases and systems with information associated with fraud as well as coordinate with departments regarding fraudulent activity, re-establishment of service and verification of legitimate customer usage. You will serve as a point of contact for law enforcement agencies and legal entities related to the fulfillment of subpoenas and court orders.

Requirements

Unwavering Customer Focus
Strong Work Ethic
Adaptability
Problem-Solving Skills
Attention to Details

Responsibilities

Investigate fraud alerts on residence and business customers through inbound and outbound telephone calls, correspondence, and various computer systems.
Serve as a point of contact for law enforcement agencies and legal entities related to the fulfillment of subpoenas and court orders.
Make decisions on suspending, permanently disconnecting service, and issuing credits based on fraudulent activity.
Update various databases and systems with information associated with fraud.
Coordinate with departments regarding fraudulent activity, re-establishment of service and verification of legitimate customer usage.
Receive calls from customers and other departments regarding fraud activity.
Make decisions regarding fraud disconnects, fraud credits, and coordinates with Credit & Collections on accounts with fraudulent activity.
Provides 24-hour on-call support for law enforcement in emergency situations.
Assists internal security in investigating suspect fraudulent activity.
Performs other clerical functions.
Sort and/or files documents.
May create filing systems or use electronic systems.
Coordinates with other Carriers on shared fraud information.
Gathers and compile data for reports or documents as requested.
Perform credit investigations.
Works independently with little supervision

Benefits

Paid training
Medical/Dental/Vision coverage
401(k) plan
Tuition reimbursement program
Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
Paid Parental Leave
Paid Caregiver Leave
Additional sick leave beyond what state and local law require may be available but is unprotected
Adoption Reimbursement
Disability Benefits (short term and long term)
Life and Accidental Death Insurance
Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
Employee Assistance Programs (EAP)
Extensive employee wellness programs
Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone