Consumer Services Inbound Call Agent III-Contractor
1 month ago
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.
- 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.
- 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.
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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Scottsdale, Arizona, United States Early Warning Services, LLC Full timeJob SummaryEarly Warning Services, LLC is seeking a highly skilled Inbound Call Agent III-Contractor to join our team. As a key member of our consumer services team, you will be responsible for servicing multiple call types regarding Zelle experience and identifying fraudulent activity.Key ResponsibilitiesCommunicate effectively with consumers in an inbound...
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