Call Center Fraud Analyst

About the role

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.

Responsibilities

• Investigates fraud alerts using a personal computer (PC) and other computer systems.
• 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.
• 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.
• Affords assistance to 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.

Qualifications

• High school diploma or equivalent.
• Experience in customer service or fraud investigation preferred.
• Strong analytical and problem-solving skills.
• Ability to work independently with little supervision.
• Excellent communication and interpersonal skills.
• Proficiency with computers and software applications.

Benefits

AT&T offers a competitive compensation package and an amazing benefits package with medical/dental coverage, 401(k) plan, tuition reimbursement and paid time off.

Pay

Competitive salary commensurate with experience.

Schedule

Regular schedule, 40 hours per week.