Wireless Fraud Care Specialist

Company Summary

EchoStar 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 Summary

As 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.

• 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

• A High School diploma, GED, or equivalent call center experience
• 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

• Starting hourly pay $22.65/hr
  • Plus a pay differential of $2/hr when working weekends, evenings or holidays
• Extensive Benefits Package
  • 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.