Company SummaryEchoStar has been reimagining the future of connectivity for more than 40 years. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products, and now we are building America’s First Smart Network™.Today, our brands include EchoStar, Hughes, DISH TV, Sling TV, Boost Infinite, Boost Mobile, DISH Wireless, OnTech and GenMobile.Department SummaryAs a part of Customer Experience Operations (CXO), the Field Operations team is the voice of the company to our customers with a focus on resolving customer issues, preventing future problems, and promoting our services, while listening, connecting and caring for the customer through voice and chat interactions.Job Duties and ResponsibilitiesThe Bilingual Wireless Fraud Care Specialist plays a crucial role in identifying, mitigating and preventing fraudulent activities related to new activations and existing customer upgrades and adding additional lines. Wireless Fraud Care Specialists will provide real-time and ongoing monitoring and management of order and account information to ensure integrity.
During inbound and outbound calls with potential customers, use tools, inquisitive questions, and analysis to determine:
Validity of purchases
Legitimacy of customer’s identity
Nature and extent of suspected fraud
What offer the customer may receive
Off the phone research, review, and documentation:
Monitor customer accounts and transactions for any suspicious activities or patterns
Maintain detailed records of fraud incidents, investigations, and outcomes
Skills, Experience and Requirements
A High School diploma, GED, or equivalent call center experience
The ability to navigate company communications and programs in English while speaking with customers in both Spanish and English
Minimum of 2 years of experience in a call center environment preferably focused on fraud detection, risk management, or a related field
Ability to analyze data, identify patterns, and recognize anomalies that may indicate fraudulent activity
Intermediate level of proficiency in Microsoft Office and/or G-suite applications
Position is on-site and employee must reside within drivable distance
Detailed-oriented and strong interpersonal skills
Must be flexible to accommodate changing business requirements
Willingness to work flexible schedules - pay differential of $2/hour applies to weekends, evenings and holidays
Can actively learn through experimentation, learns quickly when facing new situations, makes the most out of available resources
Is a self-starter with an innate curiosity to explore and identify new process solutions
Ability to collaborate in a team environment and across other teams
Ability to formulate a problem statement based on observation gathered from customer interactions, and to suggest potential solutions
What is in it for you?
Starting hourly pay $21.92/hr + $0.50 language differential
Plus a pay differential of $2/hr when working weekends, evenings or holidays
Extensive Benefits Package (https://careers.dish.com/life/investing-in-you/)
330 free channels including premiums
$5 monthly Sling Blue and Orange service
$10 credit per line (up to 5) for Boost Infinite wireless
Medical, Dental, Vision Insurance
Paid vacation and sick time
401(k) Investments with Company-matched funds
Tuition reimbursement
Heavily discounted DISH, Sling, & Boost Infinite Service
Opportunity is our greatest benefit
Grow with us and be among the first to help us disrupt the wireless industry
Our representatives are built to work hard and rise and this role is a stepping stone into many other potential opportunities available within the company. We offer defined career ladders and extensive opportunity for upward mobility.
We encourage personal and professional growth by supporting you with all the tools to advance your career.Salary RangesCompensation: $21.92/HourBenefitsAt Dish, we celebrate and embrace diversity and inclusion, where all people are welcome and supported. Learn more about how our employees come together, share common interests and make valuable connections, both in and out of work; Employee Resource Groups (https://careers.dish.com/life/diversity-inclusion/?ga=2.106312519.511478053.1647870951-1690054719.1636984801&pkvid=03de0c98411379cf164814684422bfe2) .From versatile health perks to new career opportunities, check out our benefits on our careers website (https://careers.dish.com/) .Candidates need to successfully complete a pre-employment screen, which may include a drug test.We pride ourselves on developing and promoting talent as an Equal Employment Opportunity Employer - Veteran/Disability. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. We are a true merit-based organization and work hard so there are no artificial barriers to one's potential success. DISH is committed to a workforce where everyone's opportunities are limitless.Consistent with this commitment, DISH will endeavor to provide reasonable accommodation to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so poses an undue hardship on the Company, poses a direct threat of substantial harm to the employee or others, or is otherwise not required by law.