Representative 4 - 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 role conducts in-depth investigations and resolves complex and escalated fraudulent activity requiring advanced and specialized expertise. It entails managing emerging fraud scenarios and complex shipping issues and contributing to policy development. The role serves as a subject matter expert and provides guidance to representatives and leaders to support effective fraud resolution, customer experience, and financial operations.

Job Description

Core Responsibilities

• Applies advanced and specialized fraud expertise to investigate complex and emerging fraud activity, evaluate evidence and relevant information, determine remediation, and inform risk-based decision-making.
• Reviews sensitive customer information and documents to support complex fraud investigations and account resolution.
• Strategizes balanced responses to complex lost, damaged, or stolen mobile device shipping or transit claims, aligning remediation efforts with regulatory and company standards.
• Addresses new and emerging fraud scenarios, contributing expertise to the development and documentation of 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 and escalated fraud investigations, safeguarding customer and company interests.
• Documents investigative details thoroughly to support the identification of fraud trends, usage patterns, and broader operational issues.
• Keeps abreast of product features, fraud trends, and network capabilities to provide informed and case-specific resolutions.
• Collaborates with departments across the Credit, Collections, and Fraud organization to optimize processes and expedite issue resolution.
• Serves as a subject matter expert for representatives and leaders, providing guidance on complex and emerging fraud scenarios.
• Identifies process improvement opportunities, recommends solutions, and shares insights to enhance fraud operations and team effectiveness.
• Supports the implementation of new processes and initiatives through training, knowledge transfer, and readiness activities.
• Mentors representatives to strengthen fraud investigation knowledge, judgment, and overall team capability.
• Operates with little to no direct supervision within established procedures and practices. At times, the role may serve as a team lead but is not a supervisor.
• 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 experience
• Basic SQL knowledge
• Excellent problem solving
• Ability to explain complex concepts in simplified ways
• Strong communication skills

Preferred

• University degree
• Moderate 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.

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.

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees. 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 compensation and benefits summary on our careers site for more details.

Education

High School Diploma / GED

Relevant Work Experience

7-10 Years