Adam - Loss Prevention Specialist
There are always a few people in this world that would like to get something for nothing. As a matter of fact, some make a profession out of it. We know this type of activity as “fraud “. There is a department at WOW! that employs individual to check for possible fraud, this is the Loss Prevention Specialist. This very important department is continuously looking and searching the backgrounds of potential customers to ensure they are the people they say they are. A brief description of the duties and responsibilities would be:
• Research national database and information to secure verification of the identity of new and prior WOW! customers.
• Call customers to discuss status after research is done.
• Follow credit & collections processes and procedures and negotiate possible payment terms (in special cases only) for previously owed balances within policies.
• Refer special credit arrangements, escalations, and high-level problematic accounts to Manager for resolution.
• Coordinate with other departments on credit, collections and customer issues as needed.
• Perform all other duties as assigned by Manager, and additional duties may include assisting the Account Research Department with outstanding requests.
I had the privilege of speaking with one of the specialist in this group, Adam, and asked him a few questions about his day in the life of a WOW! Loss Prevention Specialist:
Tell me what a typical day in the life of WOW! Loss Prevention Specialist is like?
Adam – A typical day in Loss Prevention is rarely typical, we work inquiries received for new customers and existing customers to investigate for potential fraud or prevent future/further loss from any employee who submits one. These include valid requests to get service as well as very talented attempts to obtain services which are not valid. Deal with many escalations from internal, external, regional customers, voicemail, email follow ups daily. Also contact the collection agencies daily for any disputes and resolve them. Any potential phone fraud customers are reviewed and notified, and any online request is reviewed and taken through the same process as a Loss Prevention web form.
What are the tools you have available to do your job?
Adam – In Loss Prevention we have scores of tools and websites to help us achieve the greatest results of preventing further loss, fraud or stopping both before either begin. These include Accurint which is a tool to locate and research potential customers via public records. The new Credit Check from Equifax which will notify us of any potential customers which may pose a risk and require further investigation. In addition to these tools access to our outside collection agencies CMI, CCS, IEI, CashPro, the COMX database, and all of our prior web forms worked to review requests from years ago.
What training do you have to go through to do your job?
Adam - The ability to pay attention to the smallest lead or detail, for example an alternate phone number may be the key to link a potential customer to multiple owed accounts. As you can’t search CSG in that field but having the ability to see the slightest lead and follow up on it. Advanced computer skills and ability to interpret all the data received back from the above listed tools we use. Multitasking is essential; have multiple websites open simultaneously, escalations, follow up phone calls, incoming phone calls, and completing the Loss Prevention web form requests and leads each moment.
What’s the most rewarding part of your job?
Adam – Knowing the valid potential and current customers are expedited ASAP so they don’t have to be delayed services because of prior circumstances, such as a blocked address or there is a prior charge off with no relationship found. And the best part knowing potential loss and fraud has been prevented or stopped!
What is the most asked question by our customers that you work with?
Adam - When an outbound call is placed on an invalid attempt for services “who are you looking for?” or if it is a shared services issue, i.e. roommate or spouse “why are you holding me responsible for his/her bill?” On valid requests it is usually “how long will it take to get an install” as well as the packages we offer.
These individuals see the ugly side of people and have to confront them on a dialy basis. Without them, the cost of doing business would increase significantly and would, in turn, cost our good customers more in the long run. We should be very happy to have such individuals working to help give you the great customer experience you deserve.
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