Coach - Bilingual Wireless Fraud Care Specialists
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.
Job Duties and Responsibilities
The Wireless Fraud Coach supervises a team of bilingual fraud care specialists. This team is tasked with identifying, mitigating and preventing fraudulent activities related to new activations and existing customer upgrades and adding additional lines. This position is responsible for learning and developing in the three coaching skills sets:
Leadership
- Directly supervise a team of specialists; responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
- Engage, teach, mentor, guide and develop employees
- Prepare employees for career advancement opportunities
- Facilitate team meetings to ensure effective communications and that all team members have the most current information available
- Represent the company values as a leader at all times
Functional Expertise
- Gather and implement feedback from agents to improve wireless processes
- Receive, evaluate, research and resolve customer issues that have been elevated and require a higher level of expertise to ensure customer satisfaction
- Analyze and communicate department results and implement strategies for continual improvement
- During inbound and outbound calls with potential customers, use tools, inquisitive questions, and analysis to determine legitimacy of the order
- Communicate with customers through both phone and email to complete validity of the customer order
- Monitor customer accounts and transactions for any suspicious activities or patterns
- Maintain detailed records of fraud incidents, investigations, and outcomes
Administrative
- Ensure adequate standards are met for attendance, payroll, performance documentation and other employment paperwork/entries
- Effectively manage time and balances multiple tasks
Skills, Experience and Requirements
Ability to work full-time on-site in our El Paso, TX location
Ability to navigate company communications and programs in English while speaking with customers in both Spanish and English
Willingness to work flexible schedules including weekends, holidays and evenings
Minimum of 2 years of experience in a call center environment preferably focused on fraud detection, risk management, or a related field
Previous experience in a supervisory or leadership role preferred
Expertise in functional areas of the call center support environment
Must be able to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
Write routine reports and correspondence
Speak effectively before groups of customers or employees of organization
Define problems, collect data, establish facts, and draw valid conclusions
What is in it for you?
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
We encourage personal and professional growth by supporting you with all the tools to advance your career.
Salary Ranges
Compensation: $49,185.00/Year - $70,290.00/Year
Benefits
We also offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan; all benefits can be viewed here: DISH Benefits.
The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is based on the role's location and is subject to change based on work location. Candidates need to successfully complete a pre-employment screen, which may include a drug test and DMV check.Estimated Salary: $20 to $28 per hour based on qualifications.
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.
Job Duties and Responsibilities
The Wireless Fraud Coach supervises a team of bilingual fraud care specialists. This team is tasked with identifying, mitigating and preventing fraudulent activities related to new activations and existing customer upgrades and adding additional lines. This position is responsible for learning and developing in the three coaching skills sets:
Leadership
- Directly supervise a team of specialists; responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
- Engage, teach, mentor, guide and develop employees
- Prepare employees for career advancement opportunities
- Facilitate team meetings to ensure effective communications and that all team members have the most current information available
- Represent the company values as a leader at all times
Functional Expertise
- Gather and implement feedback from agents to improve wireless processes
- Receive, evaluate, research and resolve customer issues that have been elevated and require a higher level of expertise to ensure customer satisfaction
- Analyze and communicate department results and implement strategies for continual improvement
- During inbound and outbound calls with potential customers, use tools, inquisitive questions, and analysis to determine legitimacy of the order
- Communicate with customers through both phone and email to complete validity of the customer order
- Monitor customer accounts and transactions for any suspicious activities or patterns
- Maintain detailed records of fraud incidents, investigations, and outcomes
Administrative
- Ensure adequate standards are met for attendance, payroll, performance documentation and other employment paperwork/entries
- Effectively manage time and balances multiple tasks
Skills, Experience and Requirements
Ability to work full-time on-site in our El Paso, TX location
Ability to navigate company communications and programs in English while speaking with customers in both Spanish and English
Willingness to work flexible schedules including weekends, holidays and evenings
Minimum of 2 years of experience in a call center environment preferably focused on fraud detection, risk management, or a related field
Previous experience in a supervisory or leadership role preferred
Expertise in functional areas of the call center support environment
Must be able to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
Write routine reports and correspondence
Speak effectively before groups of customers or employees of organization
Define problems, collect data, establish facts, and draw valid conclusions
What is in it for you?
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
We encourage personal and professional growth by supporting you with all the tools to advance your career.
Salary Ranges
Compensation: $49,185.00/Year - $70,290.00/Year
Benefits
We also offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan; all benefits can be viewed here: DISH Benefits.
The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is based on the role's location and is subject to change based on work location. Candidates need to successfully complete a pre-employment screen, which may include a drug test and DMV check.Estimated Salary: $20 to $28 per hour based on qualifications.
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