Call Center Fraud Analyst

AT&T • Mesa, AZ

5d • 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. 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 including artificial intelligence. 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, reestablishment 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

• Investigates fraud alerts on residence and business customers through inbound and outbound telephone contact, correspondence, and various computer systems.
• Makes decisions on suspending, permanently disconnecting service, and issuing credits based on fraudulent activity.
• Updates various databases and systems with information associated with fraud.
• Coordinates with departments regarding fraudulent activity, reestablishment of service and verification of legitimate customer usage.
• Serves as point of contact for law enforcement agencies and legal entities related to the fulfillment of subpoenas and court orders.
• Performs other duties as assigned by management.
• Investigates fraud alerts using a personal computer (PC) and other computer systems.
• Receives calls from customers and other departments regarding fraud activity.
• Updates various databases in connection with investigation of fraudulent alerts.
• Makes decisions regarding fraud disconnects, fraud credits, and coordinates with Credit & Collections on accounts with fraudulent activity.
• Interfaces with law enforcement agencies and other legal entities to fulfill subpoenas and court orders.
• Provides 24 hour on call support for law enforcement in emergency situations.
• Assists internal security in investigating suspect fraudulent activity.
• Works independently with little supervision.
• Performs other clerical functions.
• Sorts and/or files documents. May create filing systems or use electronic systems.
• Coordinates with other Carriers on shared fraud information.
• Gather and compile data for reports or documents as requested.
• Distribute information and enters data into computer or company operating system.
• Performs credit investigations.
• May be required to wear a headset.
• Uses various computer systems and databases.

Responsibilities

• Receives calls from customers and other departments regarding fraud activity.
• Makes 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. Sorts 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.
• Performs credit investigations.
• Works independently with little supervision.
• Investigates fraud alerts using a personal computer (PC) and other computer systems.
• Updates various databases in connection with investigation of fraudulent alerts.
• Interfaces with law enforcement agencies and other legal entities to fulfill subpoenas and court orders.
• Distribute information and enters data into computer or company operating system.

Benefits

• Paid training
• Competitive compensation package
• Medical coverage
• Dental coverage
• 401(k) plan
• Tuition reimbursement
• Paid time off
• 50% employee discount on Eligible AT&T wireless plans (up to two accounts per employee; up to 10 lines per account) and wireless accessories
• 50% employee discount on AT&T Internet (Fiber where available)
• 50% employee discount on AT&T phone & AT&T wireless home phone

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed