Consumer Services Inbound Call Agent I

Requirements

• High school diploma
• Minimal or no previous experience required
• Must be able to adapt in a dynamic work environment that requires frequent changes in call/case types from each interaction
• Good problem solving, analytical, research, and investigative skills.
• Strong phone skills and a customer service orientation
• Ability to work independently and handle large volumes of research cases.
• Excellent verbal and written communication skills
• Intermediate MS Office skills
• Background and drug screen
• Previous experience in a banking or other call center, customer service environment
• Experience with FCRA compliance in a banking environment.
• Knowledge of FCRA, CCPA, FDCPA, OFAC, FinCen , and US financial regulatory agencies
• General knowledge and understanding of payments (including ACH, Debit and Credit Card, Zelle)
• Physical Requirements
• Employee must be able to perform essential functions and physical requirements of position with or without reasonable accommodation.
• The above job description is not intended to be an all-inclusive list of duties and standards of the position.
• Early Warning Services is an affirmative action and equal opportunity employer.
• The base pay for this position in:
• Phoenix, AZ in USD per hour is: $20
• Additionally, candidates are eligible for a discretionary incentive plan and benefits.
• Some of the Ways We Prioritize Your Health and Happiness
• Healthcare Coverage - Competitive medical (PPO/HDHP), dental, and vision plans as well as company contributions to your Health Savings

Benefits

Additional Information

At Early Warning, we've powered and protected the U.S. financial system for over thirty years with cutting-edge solutions like Zelle®, Paze℠, and so much more. As a trusted name in payments, we partner with thousands of institutions to increase access to financial services and protect transactions for hundreds of millions of consumers and small businesses. Positions located in Scottsdale, San Francisco, Chicago, or New York follow a hybrid work model to allow for a more collaborative working environment. Candidates responding to this posting must independently possess the eligibility to work in the United States, for any employer, at the date of hire. This position is ineligible for employment Visa sponsorship. Overall Purpose This position will be responsible for servicing multiple call types regarding Zelle or FCRA experience and assisting with consumer activity. Essential Functions Communicate s effectively with consumers in an inbound metrics-driven call center environment . Navigate s multiple technologies while staying engaged with the consumer. Approaches problems logically and with good judgment to ensure the appropriate consumer outcome. Troubleshoots, diagnoses and resolves basic issues. Escalates more complex issues to Inbound Call Agent II, III or Universal Call Agent as needed. Take s ownership of each consumer interaction while treating consumers with respect and responding with empathy . Supports the company's commitment to risk management and protecting the integrity and confidentiality of systems and data . Area of Focus: FCRA Executes tasks involving FCRA operations and assesses consumer impacts. Understands and follows FCRA rules and responsibilities. Successfully completes FCRA new hire assessment and biennial (every 2 years) certifications with a minimum passing score of 80% within two attempts. Area of Focus: Zelle Standard knowledge of the Zelle product and strategies Makes judgement calls and mitigates risk by researching the reason and determining next steps regarding Zelle tokens.

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