Rep 3, Credit & Account Services (Fraud)

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

Responsible for identifying and acting on installation activity associated with suspected fraudulent activity or identity theft, as well as charged off debt. Liaises with multiple department within the organization, including regional security teams. Accurately and confidently handling customers’ inquiries while using negotiation skills to collect delinquent balance(s) and retain the customer on both inbound and outbound calls, while following federal and state collection guidelines and laws. Customers may include commercial or residential customers. Facilitates interactions with customers in a way that is in accordance with the Company’s service delivery strategy. Establishes rapport and promotes effective relationships, upholding the Company’s commitment to the customer experience through our programs such as Net Promoter System (NPS), and the Customer Guarantee. Relates well to the customer and demonstrates a favorable image of the organization through effective use of soft skills (including active listening and problem-solving skills), professional communications, and internal/external customer interactions. Acts in the best interest of both the customer and company. Has developed specialized knowledge/skills in own area. May act as a resource for colleagues with less experience.

Job Description

Core Responsibilities

• Determines whether new order activity is associated with fraudulent activity and identity theft (ID theft) as well as determining ownership of charged off debt.
• Utilizes multiple tools such as, internal billing systems, Lexis Nexis, and ePort, to locate additional information to assist in making decisions on installations associated with high debt addresses. fraud, or charged off debt.
• Provide mentorship to lower level agents including training, coaching and quality assurance.
• Resolves escalated calls from agents, while providing superior customer service and conflict resolution.
• Provide support to audit and security teams during fraud investigations, including detailed documentation on internal and external ID theft and fraud.
• Contact customers to collect payments and/or documentation necessary to allow orders to be completed.
• Maintain detailed reporting on in-house and customer theft and fraud and forward to appropriate leadership and other departments.
• Accurately calculates and communicates fees, one-time charges, and/or recurring monthly fees.
• Utilizes established escalation procedures to expedite prompt resolution.
• Work in a fast-paced, structured, dynamic and high-transaction environment, with the ability to maintain composure in stressful situations and manage and diffuse angry or upset customers.
• Consistently meets or exceed established goals and performance metrics.
• Demonstrates a high degree of professionalism, integrity, and ethical behavior, including by maintaining the confidentiality of sensitive employee, customer, and/or business data.
• Interacts with customers to assist with a variety of customer inquiries and issues. Must be able to wear telephone headset and manipulate objects such as pen, keyboard, and mouse.
• Follows company policies and procedures as well as guidelines for Customer Proprietary Network Information (CPNI) and Personal Information (PI).
• Acts as a product expert, articulating product features (Cable TV, Internet, Phone and Home Security).
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
• Other duties and responsibilities as assigned.

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team make big things happen by working