Specialist Office President

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.

• 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: A professional with solid knowledge of fundamental concepts and organizational practices, working on smaller projects. Exercises judgment in the absence of prescribed guidelines or policies determine appropriate action. Works under minimal supervision with independent judgement. Actions impact efficiency and costs. Interacts primarily within the department, across various teams.

Bachelor's degree (BS/BA) desired. 1+ years of related experience. Certification is required in some areas.

Our Specialist Office of the President earns between $64,200-$96,400 USD Annual. Individual starting salary within this range may depend on geography, experience, expertise, and education/training.

Weekly

Hours:

40 Time Type:
Regular

Location:

Charlotte, North Carolina Salary Range: $64,200.00 - $96,400.00

• 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

AT&T and its subsidiaries are committed to equal employment opportunity. All hiring, promotion, and other employment decisions remain merit-based and free from discrimination on the basis of race, color, religion, religious creed, national origin, ancestry, age, sex, sexual orientation, gender, gender identity, gender expression, physical disability, mental disability,…