Specialist Office of the President

AT&T•Charlotte, NC

3d•Onsite

About The Position

This role is dedicated to providing exceptional service and resolving high-priority and high-risk customer issues with efficiency, empathy, and excellence. The role involves handling escalations originating from the Office of the President and managing fraud and security threats, ensuring compliance with organizational policies and achieving optimal customer satisfaction and retention. A professional with solid knowledge of fundamental concepts and organizational practices, working on smaller projects. Exercises judgment in the absence of prescribed guidelines or policies determine appropriate action. Works under minimal supervision with independent judgement. Actions impact efficiency and costs. Interacts primarily within the department, across various teams.

Requirements

1+ years of related experience.
Certification is required in some areas.

Nice To Haves

Bachelor's degree (BS/BA) desired.

Responsibilities

Deliver exceptional service across various channels by addressing billing inquiries, service requests, complaints, and service discontinuation requests.
Handle complex, high-priority complaints and high-risk escalations involving fraud, social engineering, and security threats, including those from the Office of the President.
May utilize advanced knowledge in fraud cases, technical systems, and risk management to resolve technical product support issues, mitigate fraud-related events, and settle claims.
Engage with enterprise account teams, Chief Security Office, Asset Protection, Legal, and high-profile customers during fraud incidents to restore trust, maintain relationships, and ensure effective resolution.
Conduct thorough investigations of escalated issues, maintain accurate records, ensure compliance with organizational policies and regulatory requirements, and respond to inquiries from government agencies.
May develop and deliver fraud training, write and edit operational procedures, enhance cyber event readiness strategies, lead initiatives to protect customers, and manage high-risk issues.

Benefits

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