Posted in Other 14 days ago.
Serves as the single point of contact for first responders nationwide to provide support 24x7 in emergency situations. Assures compliance for legal demands, such as subpoenas, search warrants and court order requests for information on AT&T customers across ALL AT&T products and services.
Key Roles and Responsibilities:
This position is responsible for researching, analyzing, validating, screening and responding in writing to written or verbal standard and exigent requests for subscriber, information and call records from law enforcement officials, AT&T customers and attorneys. This position also responds to court ordered surveillance and records requests. This position is responsible for troubleshooting court order troubles to resolution with other teams within AT&T and communicating with law enforcement officials as appropriate. The position must screen legal requests for information to determine if they need further research or if they will be denied based on current AT&T guidelines while employing good judgment in an effort to balance the company’s need to respond with the company’s need to protect proprietary information. This position must utilize professional customer service and people skills to communicate clearly to AT&T customers, attorneys, 911 Public Safety Answering Points (PSAPs) and law enforcement representatives. All actions taken must be consistently documented as per standard processes. This position exigent requests, 911 requests, search warrants, court orders and other legal requests are handled within timelines and guidelines of city, county, state or federal jurisdictions. This position has the authority to negotiate acceptable time frames with law enforcement/attorneys as necessary in an effort to comply with requests. This position must utilize appropriate daily, weekly, monthly reports and tracking systems to ensure all requests are in compliance and are met within acceptable timeframes. This position is expected to meet targeted individual, department and company key performance indicators which include specific productivity measurements, quality measurements, service level commitments, system integrity guidelines and standardized processes. This position is required to provide 24 hour support for all emergency requests which include those calls from PSAPs and law enforcement in the event of life or death emergencies, after hours calls for Asset Protection which can and do include damage to property and or employees. This position is expected to work closely with Business Managers to recommend new or modified processes or system improvements and suggest training ideas where necessary. These duties must be accomplished while maintaining a strong working relationship with law enforcement contacts. This position is often required to testify as an expert witness to validate and explain AT&T records provided. These tasks must be accomplished while maintaining the highest standard of confidentiality in regards to all requests in order to protect proprietary information and operate within the confines of the legal process.
Education: Typically a Bachelor’s Degree or equivalent combination of education and experience; ability to obtain a security clearance; specialized skill training/ certification may be required.
Experience: Typically 3-5 years of experience.
Job Code - 30390109