Consumer Services Inbound Call Agent III-Contractor

1 month ago


Scottsdale, Arizona, United States Early Warning Services, LLC Full time
About the Role

At Early Warning Services, LLC, we're dedicated to powering and protecting the U.S. financial system with innovative solutions like Zelle. As a trusted partner, we collaborate with thousands of institutions to increase access to financial services and safeguard transactions for hundreds of millions of consumers and small businesses.

Key Responsibilities
  • Deliver exceptional customer service in an inbound call center environment, effectively communicating with consumers regarding Zelle experiences and identifying potential fraudulent activity.
  • Stay up-to-date on standard knowledge of the Zelle product and fraud strategies, as well as general understanding of CCPA and OFAC requirements.
  • Navigate multiple technologies while maintaining engagement with consumers, conducting research and investigations into users and transactions, and making informed judgments to mitigate fraud risk.
  • Provide technical guidance to end-users, accurately document decisions, and approach problems logically to ensure the best possible consumer outcome.
  • Take ownership of each consumer interaction, treating them with respect and empathy, and support the company's commitment to risk management and protecting the integrity and confidentiality of systems and data.
Requirements
  • High school diploma or equivalent.
  • Minimum 1 year or more of experience in a banking or other call center environment.
  • Ability to adapt in a dynamic work environment, handling frequent changes in call/case types from each interaction.
  • Strong problem-solving, analytical, research, and investigative skills, as well as excellent verbal and written communication skills.
  • Intermediate MS Office skills and a background check.
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.
Physical Requirements

Working conditions consist of a normal office environment, with primary sedentary work requiring extensive use of a computer and involving sitting for periods of approximately four hours. Occasional standing, walking, kneeling, and reaching may be required, as well as the ability to lift 10 pounds occasionally and/or negligible amount of force frequently.

Employee must be able to perform essential functions and physical requirements of the position with or without reasonable accommodation.



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