Consumer Services Inbound Call Agent III

3 weeks ago

Scottsdale, United States Early Warning Services, LLC Full time

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 experience and identifying fraudulent activity.

Essential Functions

  • Communicate effectively with consumers in an inbound metrics-driven call center environment
  • Standard knowledge of the Zelle product and fraud strategies
  • General understanding of CCPA and OFAC requirements
  • Navigate multiple technologies while staying engaged with our consumer
  • Conducts research and investigation into users and transactions
  • Makes judgment call to interdict and mitigate fraud risk by researching the reason and determining next steps
  • Providing technical guidance to end users and accurately documenting decisions
  • Approach problems logically and with good judgment to ensure the appropriate consumer outcome. Troubleshoots, diagnoses and resolves complex issues. Handles escalated calls from Inbound Call Agent I or II as needed. Escalates more complex issues to Universal Call Agent as needed.
  • Take ownership of each consumer interaction while treating consumers with respect and responding with empathy
  • Support the company's commitment to risk management and protecting the integrity and confidentiality of systems and data
Minimum Qualifications
  • High school diploma
  • Minimum 1 year or more previous experience in a banking or other call center environment
  • 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
Internal candidates must:

Consistently meet performance standards & department metrics Demonstrated ability to manage and prioritize current assigned work

Consistent record of attendance and reliability

Preferred Qualifications
  • Education and experience obtained through completion of a Bachelor's degree or equivalent work experience in a related field
  • Prior experience with fraud or technical support, including experience in a mobile payment environment
  • Knowledge of OFAC, FinCen, and US financial regulatory agencies
  • Good working knowledge of fraud prevention, detection, analysis, and mitigation.
  • Strong knowledge and understanding of payments (including ACH, Debit and Credit Card)


Physical Requirements

Working conditions consist of a normal office environment. Work is primarily sedentary and requires extensive use of a computer and involves sitting for periods of approximately four hours. Work may require occasional standing, walking, kneeling, and reaching. Must be able to lift 10 pounds occasionally and/or negligible amount of force frequently. Requires visual acuity and dexterity to view, prepare, and manipulate documents and office equipment including personal computers. Requires the ability to communicate with internal and/or external customers.

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.

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 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.

•Paid Time Off - Unlimited Time Off for Exempt (salaried) employees, as well as generous PTO for Non-Exempt (hourly) employees, plus 11 paid company holidays and a 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.

And SO much more We continue to enhance our program, so be sure to check our Benefits page here for the latest. Our team can share more during the interview process

Early Warning Services, LLC ("Early Warning") considers for employment, hires, retains and promotes qualified candidates on the basis of ability, potential, and valid qualifications without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote equal employment opportunity and affirmative action, in accordance with all applicable federal, state, and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our employees.

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