Coach - Bilingual Wireless Fraud Care Specialists
Company: DISH
Location: El Paso
Posted on: May 3, 2024
Job Description:
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.
Keywords: DISH, Las Cruces , Coach - Bilingual Wireless Fraud Care Specialists, IT / Software / Systems , El Paso, New Mexico
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