Consumer Services Inbound Call Agent I

Early Warning Services • Scottsdale, AZ

2d • Hybrid

About The Position

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 position 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.

Requirements

• High school diploma
• Minimal or no previous experience
• 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

Nice To Haves

• 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)

Responsibilities

• 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.
• 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.
• 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.

Benefits

• Competitive medical (PPO/HDHP), dental, and vision plans
• Company contributions to your Health Savings Account (HSA) or pre-tax savings through flexible spending accounts (FSA) for commuting, health & dependent care expenses.
• 401(k) Retirement Plan – Featuring a 100% Company Safe Harbor Match on your first 6% deferral immediately upon eligibility.
• Flexible Time Off for Exempt (salaried) employees, as well as generous PTO for Non-Exempt (hourly) employees
• 11 paid company holidays
• Paid volunteer day
• 12 weeks of Paid Parental Leave
• Maven Family Planning – provides support through your Parenting journey including egg freezing, fertility, adoption, surrogacy, pregnancy, postpartum, early pediatrics, and returning to work.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED