Representative 3 - Credit & Collections

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

This job conducts in-depth investigations and resolves fraudulent activity involving mobile products and complex scenarios. The role manages escalated fraud and shipping issues, makes risk-based decisions, and contributes to the development of fraud policies and procedures. The role supports customer experience and financial operations while serving as a resource to representatives.

Job Description

Core Responsibilities

• Applies strong fraud knowledge to investigate suspicious order activity, review evidence and account history, determine necessary remediation, and inform risk-based decision-making. 

• Reviews sensitive customer information and documents to support fraud investigations and account resolution. 

• Strategizes balanced responses to lost, damaged, or stolen mobile devices during shipping or transit claims, aligning remediation efforts with regulatory and company standards. 

• Addresses new and emerging fraud scenarios, contributing to the development and documentation of new work policies and procedures. 

• Ensures accurate account remediation in alignment with current policies, maintaining a commitment to precision and correctness. 

• Maintains a proactive and solution-focused approach in complex fraud investigations, safeguarding customer and company interests. 

• Documents investigative details thoroughly to ensure clarity and aid in the identification of fraud trends and usage patterns. 

• Serves as a resource to representatives by providing guidance on complex fraud investigations and escalations. 

• Provides operational support and guidance to representatives, helping maintain business continuity and address escalated issues. 

• Completes work assignments independently with limited supervision, while generally operating within standard policies, protocols, and procedures. 

• Regular, consistent, and punctual attendance. Must be able to work nights and weekends, variable schedule(s), and overtime as necessary. 

• Other duties and responsibilities as assigned.

Employees at all levels are expected to

• Understand our Operating Principles; make them the guidelines for how you do your job. 

• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services. 

• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences. 

• Win as a team - make big things happen by working together and being open to new ideas. 

• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers. 

• Drive results and growth. 

• Support a culture of inclusion in how you work and lead. 

• Do what's right for each other, our customers, investors and our communities. 

Skills/Experience

Required

• Analytical mindset 

• Process Improvement approach 

• Excellent problem solving 

• Ability to explain complex concepts in simplified ways 

• Strong communication skills 

Preferred

• Basic SQL knowledge 

• Prior fraud investigation experience 

• Prior product claims resolution experience 

• Prior Mobile experience 

Disclaimer: This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools that are personalized to meet the needs of your reality—to help support you physically, financially and emotionally through the big milestones and in your everyday life.

Please visit the benefits summary on our careers site for more details.

Education

High School Diploma / GED

Certifications (if applicable)

Relevant Work Experience

5-7 Years

Comcast is an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.