Description

Core Responsibilities

• Determines whether new order activity is associated with fraudulent activity and identity theft (ID theft) as well as determining ownership of charged off debt.
• Utilizes multiple tools such as, internal billing systems, Lexis Nexis, and ePort, to locate additional information to assist in making decisions on installations associated with high debt addresses.

fraud, or charged off debt.

• Provide mentorship to lower level agents including training, coaching and quality assurance.
• Resolves escalated calls from agents, while providing superior customer service and conflict resolution.
• Provide support to audit and security teams during fraud investigations, including detailed documentation on internal and external ID theft and fraud.
• Contact customers to collect payments and / or documentation necessary to allow orders to be completed.
• Maintain detailed reporting on in-house and customer theft and fraud and forward to appropriate leadership and other departments.
• Accurately calculates and communicates fees, one-time charges, and / or recurring monthly fees.
• Utilizes established escalation procedures to expedite prompt resolution.
• Work in a fast-paced, structured, dynamic and high-transaction environment, with the ability to maintain composure in stressful situations and manage and diffuse angry or upset customers.
• Consistently meets or exceed established goals and performance metrics.
• Demonstrates a high degree of professionalism, integrity, and ethical behavior, including by maintaining the confidentiality of sensitive employee, customer, and / or business data.
• Interacts with customers to assist with a variety of customer inquiries and issues. Must be able to wear telephone headset and manipulate objects such as pen, keyboard, and mouse.
• Follows company policies and procedures as well as guidelines for Customer Proprietary Network Information (CPNI) and Personal Information (PI).
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
• Other duties and responsibilities as assigned.

Employees at all levels are expected to :

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System a way of working that brings more employee and customer feedback into the company by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Respect and promote inclusion & diversity.
• Do what's right for each other, our customers, investors and our communities.

Disclaimer :

This information has been designed to indicate the general nature and level of work performed by employees in this role.

It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most.

That's why we provide an array of options, expert guidance and always-on tools that are personalized to meet the needs of your reality to help support you physically, financially and emotionally through the big milestones and in your everyday life.

Please visit the on our careers site for more details.

Education

High School Diploma / GED

Certifications (if applicable)

Relative Work Experience

5-7 YearsComcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.

Last updated : 2024-02-23