Location: Kansas City
Posted on: November 25, 2022
The Fraud Investigator is responsible for applying fact-finding
methods to investigate potential fraudulent activity, including the
evaluation of transactions in Cable, Internet and Mobile Orders.
The ideal candidate will seek to achieve the optimal balance
between customer experience and fraud prevention through
interaction with callers, and maintain that balance as the business
grows and fraud trends evolve. Responsible for performing research
of data and, through interaction with callers, to assist in
identifying cases of potential takeover, ID Theft or abuse.
Assignments are broad in nature and require the ability to make
decisions and multi task.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently supports all efforts to simplify and
enhance the customer experience.
Leverage appropriate resources to support the identification and
initiation of fraud or abuse investigations, and ensure relevant
information is appropriately collected, analyzed, and
Request additional caller documentation when required for
Complete investigation/documentation and provides communication
back to the caller.
Bring resolution to fraudulent claims by employing tools that
detect and disrupt fraud schemes.
Evaluate, process, and document fraud, identity theft and customer
Exceed customer expectations by understanding their specific
requirements and impact.
Utilize defined metrics for tracking and reporting.
Adapt procedures, processes, tools, equipment and techniques to
accomplish the requirements of the position.
Assist team leader/managers with escalated calls, emails, and
Identify and present opportunities for improved operational
procedures inside and outside the department to team leader and
managers on an ongoing basis.
Collect, research, and validate data against relevant
Perform other duties as requested by supervisor.
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to remain adaptable and resilient to all situations
displaying positive behavior that is aligned with
Critical thinking skills and the ability to make a decision in
every investigation required
Working knowledge of cable or telecom operations, fraud
investigation and/or detection and analysis, and laws/regulations
related to fraud and general risk management
Basic data analysis skills
Ability to be organized, detailed, meet deadlines, manage time, and
maintain accuracy while in a fast paced, high volume
Possess good verbal, written and interpersonal communication skills
in order to communicate effectively and professionally with
internal and external customers, while maintaining
Demonstrates sound business judgment in applying proper policies,
procedures and guidelines
Exhibits competent multi-tasking skills and takes initiative in
diffusing challenging customer contacts
Proficiency with Microsoft Office (Excel, Word, Outlook,
In depth Knowledge of the ICOMS and/or CSG billing systems,
extensive knowledge of billing cycles and cross divisional
General knowledge of Fraud operations, policies and procedures
Self-starter possessing the ability to work independently while
supporting a team environment
Enthusiasm and interest in Fraud, compliance and related
Ability to remain empathetic while communicating risk decisions,
ability to de-escalate calls when communicating difficult
Ability to effectively present information and respond to questions
from leaders, clients, customers, and the general public
Ability to solve practical problems and deal with a variety of
concrete variables in situations where only limited standardization
Ability to interpret a variety of instructions furnished in
written, oral, diagram, or schedule form
Demonstrated working knowledge of computers, spreadsheet and word
processing software is required
Requires self-motivation, accuracy, problem solving and the ability
to perform effectively in a fast paced multi-tasking
High school diploma or GED
Bachelor's degree preferred
Related Work Experience Number of Years
Related experience in similar field and/or fraud training 3+
Experience dealing with and resolving difficult and escalated
Skills/Abilities and Knowledge
Basic skip tracing skills preferred
Charter Communications is an Equal Opportunity Employer -
CCO102 326950 326950BR Required
Keywords: SPECTRUM, Kansas City , Fraud Investigator, Other , Kansas City, Kansas
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