Sr Specialist Office of the President

About the role

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.

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.
• 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.
• 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.

Job Contribution

An experienced professional with in-depth knowledge, applying organizational practices to resolve moderately difficult problems. Works with independent judgement on expansive projects with minimal supervision, implementing policy changes to improve functions. Actions impact efficiency costs, schedules and client relationships. Interacts primarily within the department and with General Managers and above across various teams.

Requirements

• Bachelor’s degree (BS/BA) desired.
• 2+ years of related experience.
• Certification is required in some areas.

Pay

Salary range: $70,700 – $106,100 USD annually. Individual starting salary within this range may depend on geography, experience, expertise, and education/training.

Benefits

• Medical, dental, and vision coverage
• 401(k) plan
• Tuition reimbursement program
• Paid Time Off and Holidays (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 (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

Office presence of a minimum of 5 days per week; no relocation offered. Location: Atlanta, Georgia. Weekly hours: 40. Time type: Regular.