Coach - Bilingual Wireless Fraud Care Specialists

Company: DISH
Location: El Paso
Posted on: April 28, 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: - -LeadershipDirectly 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 problemsEngage, teach, mentor, guide and develop employeesPrepare employees for career advancement opportunities -Facilitate team meetings to ensure effective communications and that all team members have the most current information availableRepresent the company values as a leader at all times -Functional ExpertiseGather and implement feedback from agents to improve wireless processesReceive, evaluate, research and resolve customer issues that have been elevated and require a higher level of expertise to ensure customer satisfactionAnalyze and communicate department results and implement strategies for continual improvementDuring inbound and outbound calls with potential customers, use tools, inquisitive questions, and analysis to determine legitimacy of the orderCommunicate with customers through both phone and email to complete validity of the customer orderMonitor customer accounts and transactions for any suspicious activities or patternsMaintain detailed records of fraud incidents, investigations, and outcomes -AdministrativeEnsure adequate standards are met for attendance, payroll, performance documentation and other employment paperwork/entriesEffectively 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 EnglishWillingness to work flexible schedules including weekends, holidays and eveningsMinimum of 2 years of experience in a call center environment preferably focused on fraud detection, risk management, or a related fieldPrevious experience in a supervisory or leadership role preferredExpertise 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 manualsWrite routine reports and correspondenceSpeak effectively before groups of customers or employees of organizationDefine problems, collect data, establish facts, and draw valid conclusions -What is in it for you?Extensive330 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 InsurancePaid vacation and sick time401(k) Investments with company-matched fundsTuition reimbursementHeavily discounted DISH, Sling, & Boost Infinite serviceOpportunity is our greatest benefitGrow with us and be among -the first to help us disrupt the wireless industryOur representatives are built to work hard and rise and this role is a stepping stone into many other potential opportunities available within the companyWe 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: .------ - -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, El Paso , Coach - Bilingual Wireless Fraud Care Specialists, IT / Software / Systems , El Paso, Texas