Fraud Representative

JOB SUMMARYThe Fraud Representative primarily handles various functions associated with fraud and abuse. Responsibilities include but are not limited to answering calls from both customers and non-customers. This position consists of, but is not limited to handling manual review calls.

MAJOR DUTIES AND RESPONSIBILITIESActively 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 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.

Perform other duties as requested by supervisor.

REQUIRED QUALIFICATIONSSkills/Abilities and Knowledge

Ability to read, write, speak and understand English

Working knowledge of cable or telecom operations, fraud investigation and/or detection and analysis, and laws/regulations related to fraud and general risk management

Critical Thinking skills, ability to make decisions and communicate them despite negative reactions

Ability to be organized, detailed, meet deadlines, manage time, and maintain accuracy while in a fast paced, high volume environment

Demonstrated customer interface with good negotiating skills

Ability to make sound decisions and use proper discretion in handling customer issues within company guidelines

Possess good verbal, written and interpersonal communication skills in order to communicate effectively and professionally with internal and external customers, while maintaining confidentiality

Proficiency with Microsoft Office (Excel, Word, Outlook, Share

Point)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

Must be able to work in a team environment and adhere to company guidelines and practices.

Ability to effectively present information and respond to questions from leaders, clients, customers, and the general public

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

Ability to remain adaptable and resilient to all situations displaying positive behavior that is aligned with Spectrum values

Education

High school diploma or GEDBachelor's degree prefered

Related Work Experience Number of Years

Experience in Fraud or customer service 1+Experience dealing with and resolving difficult customer issues 1+WORKING CONDITIONSOffice environment EOECharter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability CCO101 338410 338410

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