Risk Management Specialist

Our Commitment to You At Consumer Cellular, recruiting is human. Every application is reviewed by a real member of our Talent Acquisition team because we believe the people behind the résumé matter just as much as what's on it. Our Commitment to You At Consumer Cellular, recruiting is human. Every application is reviewed by a real member of our Talent Acquisition team because we believe the people behind the résumé matter just as much as what's on it. All official communication from Consumer Cellular will come from a @consumercellular.com email address or through our verified texting platform, which will only be used to schedule interviews. We will never ask for personal and financial information during the recruiting process. If you receive outreach that doesn't match these criteria, please do not engage and feel free to verify directly at View email address on click.appcast.io. Job Summary The Payments and Risk Management Specialist primary role and responsibility is to handle escalated customer account needs along with assisting internal and external customers and agents with collection inquiries via phone and email. Customer needs may include billing irregularities, payment adjustments, and verification of equipment orders and payments. They are also responsible for reviewing equipment orders and investigating suspicious activities that could potentially include fraud. The Payments and Risk Management specialist is a key member of the team in that they handle complex customer needs and also work to prevent monetary losses due to fraud or default. Other duties may be assigned. Essential Functions Taking inbound calls from customers for payment and/or account adjustments or other customer needs. Communicating with customers when follow-up is needed regarding payments/collection issues. Display active listening and superior customer service skills for both external customers and internal employees. Ability to professionally communicate over the phone and via email with customers in an assertive, yet professional manner. Ability to de-escalate customer complaints. Ability to resolve customer issues before close of any call. Have the skills to work with customers and lead the conversation to satisfactory resolution. Researches and analyzes potential customer fraud cases to identify and prevent future fraud. Reviews defaulted customer accounts for information to be used to prevent future defaults. Contact delinquent customers via phone or email to secure payment or establish payment arrangements. Ability to work with customers to get satisfactory resolution of account deficiencies. Investigate and monitor accounts to reduce nonpayment risk. Respond to internal and external emails in a professional, accurate and concise manner. Knowledgeable of commonly used concepts, practices, and procedures with in the cellular industry. Able to verbally communicate well in both one on one and in group settings. Adhere to work schedule, attendance and punctuality standards. Comply with minimum performance standards. Requirements Experience in a call center environment with customer service or collections background is preferred. Loan workout experience and or customer account fraud prevention or loss mitigation is a plus. High school diploma or equivalent. Ensure customer information remains private, secure, and confidential. Self-motivated, hard-working team player with proven outstanding organizational skills and very detail oriented. Ability to work independently and manage multiple tasks at once. Provide prompt, accurate and courteous customer service. Highly developed sense of integrity and commitment to customer satisfaction. Demonstrated passion for excellence with respect to treating and caring for customers. Strong knowledge of cellular concepts, products, services and policies within the cellular industry. Able to effectively communicate and conduct yourself in a professional manner with fellow co-workers and be flexible with different personalities. Willingness to work a flexible schedule and occasional overtime when needed. Possess a strong work ethic and team player mentality. Effectively utilize MS Office, MS Excel and the Internet. About Consumer Cellular Founded in 1995, Consumer Cellular is the first wireless provider unapologetically built for Americans 50+. An approved wireless partner of AARP, Consumer Cellular is trusted by more than 4 million subscribers for affordable plans, popular phones and devices, and great nationwide coverage, all backed by top-rated, 100% U.S. based customer support. Based in Scottsdale, AZ, with 3,000 employees in company locations throughout the U.S., Consumer Cellular has earned recognition as the most awarded wireless brand for customer service. The company has been honored as #1 in customer service in its industry numerous times and, in 2024, ranked #1 in network coverage and customer satisfaction among wireless carriers by American Customer Satisfaction Index (ACSI). Additionally, the company has been featured 12 times on the Inc. 5000 list of the fastest-growing privately held U.S. companies. Consumer Cellular phones, devices and plans are available nationwide through our company-owned neighborhood stores, online at ConsumerCellular.com, by phone at View phone number on click.appcast.io, and at leading retailers including Walmart. Connect with Consumer Cellular on Facebook, Instagram, and Youtube for tutorials, features, applications, and company news. Pay & Benefits Data Minimum Salary: $36,750 Maximum Salary: $46,200 This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience, and other relevant factors. Our Talent Acquisition team are able to answer any additional questions you may have as you move through the selection process. As part of our Total Rewards package, Consumer Cellular, Inc. offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, and emotional wellbeing. Competitive base pay with potential for shift differential, overtime and bonus pay Medical insurance (98% company-paid for full-time employee only coverage) Dental and Vision insurance (100% company-paid for full-time employee only coverage) 401(k) company match of 100% up to 6% of your pay Discounted Consumer Cellular wireless phone plan for employees Paid Time Off (PTO) available following a 30-day waiting period* 6 company-paid holidays plus 16 hours of floating holiday accrual per year Flexible Spending Accounts (FSA) for health care and dependent care expenses Life and AD&D insurance equal to 1x your annual earnings (100% company-paid) Long-Term Disability insurance (100% company-paid) Employee Assistance Program (100% company-paid) Education reimbursement Employee rewards program Accrue up to 40 hours in 1st year for hourly positions and up to 120 hours for salaried positions. Pre-employment Background Check And Drug Screen Is Required. Primary Location United States-Arizona-Phoenix Other Locations United States-Oklahoma-Oklahoma City, United States-Arizona-Tempe, United States-Kentucky-Louisville Job Billing Schedule Full-time Travel No Job Posting Jul 29, 2026 Unposting Date Aug 4, 2026 #J-18808-Ljbffr