Customer Service Excellence & Escalation Management: 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.
Technical Expertise & Risk Management: May utilize advanced knowledge in fraud cases, technical systems, and risk management to resolve technical product support issues, mitigate fraud-related events, and settle claims.
Cross-functional Leadership & Collaboration: 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.
Investigation, Documentation & Compliance: Conduct thorough investigations of escalated issues, maintain accurate records, ensure compliance with organizational policies and regulatory requirements, and respond to inquiries from government agencies.
Training, Development & Continuous Improvement: May 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
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