This position requires office presence of a minimum of 5 days per week and is only located in the location(s) posted. No relocation is offered.
Overall Purpose: This role is dedicated to providing exceptional service and resolving high-priority and high-risk customer issues with efficiency, empathy, and excellence. The role involves handling escalations originating from the Office of the President and managing fraud and security threats, ensuring compliance with organizational policies and achieving optimal customer satisfaction and retention.
Key Roles and Responsibilities: Typical tasks may include, but are not limited to, the following:
- Customer Service Excellence & Escalation Management: Deliver exceptional service across various channels by addressing billing inquiries, service requests, complaints, and service discontinuation requests. Handle complex, high-priority complaints and high-risk escalations involving fraud, social engineering, and security threats, including those from the Office of the President.
- Technical Expertise & Risk Management: May utilize advanced knowledge in fraud cases, technical systems, and risk management to resolve technical product support issues, mitigate fraud-related events, and settle claims.
- Cross-functional Leadership & Collaboration: Engage with enterprise account teams, Chief Security Office, Asset Protection, Legal, and high-profile customers during fraud incidents to restore trust, maintain relationships, and ensure effective resolution.
- Investigation, Documentation & Compliance: Conduct thorough investigations of escalated issues, maintain accurate records, ensure compliance with organizational policies and regulatory requirements, and respond to inquiries from government agencies.
- Training, Development & Continuous Improvement: May develop and deliver fraud training, write and edit operational procedures, enhance cyber event readiness strategies, lead initiatives to protect customers, and manage high-risk issues.
Job Contribution: An experienced professional with in-depth knowledge, applying organizational practices to resolve moderately difficult problems. Works with independent judgement on expansive projects with minimal supervision, implementing policy changes to improve functions. Actions impact efficiency costs, schedules and client relationships. Interacts primarily within the department and with General Managers and above across various teams. Supervisory: No
Education/Experience: Bachelor's degree (BS/BA) desired. 2+ years of related experience. Certification is required in some areas.
Our Sr Specialist Office of the President earn between$70,700 - $106,100, Not to mention all the other amazing rewards that working at AT&T offers. Individual starting salary within this range may depend on geography, experience,
expertise, and education/training.
Joining our team comes with amazing perks and benefits:
Medical/Dental/Vision coverage
401(k) plan
Tuition reimbursement program
Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
Paid Parental Leave
Paid Caregiver Leave
Additional sick leave beyond what state and local law require may be available but is unprotected
Adoption Reimbursement
Disability Benefits (short term and long term)
Life and Accidental Death Insurance
Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
Employee Assistance Programs (EAP)
Extensive employee wellness programs
Employee discounts up to 50% off on eligible AT&T mobility plans and accessories,
AT&T internet (and fiber where available) and AT&T phone
If youre ready to make an impact on our business and your career, bring your bold ideas to a world of possibility. Apply today!
Ready to join our team? Apply today!
Weekly Hours:
40
Time Type:
Regular
Location:
Atlanta, Georgia
Salary Range:
$70,700.00 - $106,100.00
