Responsibilities

Job Description

Responsible for the Legal Compliance function within Verizon. Ensures timely and accurate compliance with subpoenas, court orders, search warrants, NSLs, and special searches and associated testimony in court in response to Federal and State law enforcement agencies and participants in civil proceedings, requests for company proprietary information, e.g., subscriber, usage, credit and employee information.  Responsibilities may also include responding to life threatening emergency out-of–hours requests from law enforcement. Responsibility for the unlawful call investigations within Verizon, including maintaining required speed of answer to meet service level requirements in call center environment and familiarity with the products the company offers to mitigate unlawful calls.  Includes interfacing with end-user customer and law enforcement to resolve unlawful call cases.

Responsibilities

Takes incoming calls and requests from customers to include federal, state and local law enforcement personnel.  Required to decipher legal documents and answer legal requests for Verizon records. Coordinates testifies of expert witnesses from company resources.  Retrieval of call details and analysis of the data to assist in cases. Applies knowledge of company systems i.e. service order and billing systems, including preparing documents for release to legal communities and/or archiving with records management. 

Should also be able to process orders to trap and trace annoying calls made to external customers through receipt of proper paperwork.  Conducts in-depth investigations to determine perpetrator and victims of unlawful or nuisance calls for both residential and business customers and relay special instructions to be followed during the course of the investigation.  Assists law enforcement and 911 personnel in setting up and reading trap and trace results and in emergency situations such as hostage barricade situations, bomb threats, kidnappings and suicides and other volatile/emergency situations that arise.  Takes deterrent action, which may involve prosecution and/or billing and collection. Provide assistance to company call center personnel by taking over customer calls from call center representatives.

May take incoming calls on company’s main Security hotline number.  Calls require in-take of initial report by complainant/informant to be routed to correct Security department or law enforcement agency.  Principle point of contact for federal, state or local law enforcement personnel.  Requires strict adherence to confidentiality as well as protecting the identity of callers into the hotline.  Makes critical, independent decisions in volatile/emergency life threatening situations, with minimal supervision.  Calls also are handled on an out-of-hours basis to backfill for Security departments not opened after hours.  Emergency requests from law enforcement officials in off hours are commonplace, therefore, knowledge of systems used by other Security department personnel is mandatory.  Hotline required to be manned 24 hours a day, 7 days a week.

Qualifications

  • Bachelor’s degree or equivalent work experience.
  • Position requires strict adherence to confidentiality as well as protecting the identity of customers as well as company assets
  • Ability to obtain government security clearance.
  • Some positions require ability to program switches to set traps requiring a good working knowledge of Public Switched Telephone Network (PSTN) switches including GTD5, DMS10, DMS 100, 5ESS and EWSD.
  • Excellent computer skills, including a working knowledge of Windows, Excel, Word, Outlook and Adobe PDF files.
  • Excellent working knowledge of the corporate structure and the Code of Business Conduct.
  • Possess a good working knowledge of Verizon’s legacy and web based data applications.
  • Excellent customer service/problem resolution skills.
  • Ability to read and understand legal documents including, but not limited to Subpoenas, Court Orders, Some functions of the organization require application and passage of U.S. Government Secret (F.I.S.A.) Clearance.
  • Requires a broad range of skills within a disciplined area to effectively perform routine and/or complex assignments; demands knowledge or established procedures, policies and practices.
  • Handles escalated calls or matters in a courteous, professional and expeditious manner.
  • Must be able to work voluntary and mandatory overtime, when required

Equal Employment Opportunity

  • Verizon is a Federal Contractor
  • Verizon requests veteran priority referrals
  • Verizon is an equal opportunity and affirmative action employer M/F/Disability/Vet.

Equal Employment Opportunity

  • Verizon is a Federal Contractor
  • Verizon requests veteran priority referrals
  • Verizon is an equal opportunity and affirmative action employer M/F/Disability/Vet.