Customer Service Specialist II- Now Interviewing-Remote after training

Company: Early Warning
Location: Scottsdale
Posted on: May 12, 2022

Job Description:

Job Description Come build the next-gen fintech at Zelle--, where we---re relentlessly focused on empowering prosperity in all its forms. From fast money movement for over 100 million people who can access Zelle-- directly through their banking app to new account opening and beyond --- we make a difference in the lives of consumers and businesses every day and enable them to live their best financial lives. And we---re only getting started. With a new, state-of-the-art HQ opening next year in Scottsdale, AZ --- plus growing presences in San Francisco and Chicago --- we---re entering our next big chapter. Make your mark on what---s next in fintech with Zelle--. Overall Purpose This position will be responsible for identifying, investigating, and mitigating potential fraudulent activity involving users and transactions while on phone calls. The ability to navigate a call that may include fraudulent activity, technical support, customer support and general information about payment transactions including customer profiles. Essential Functions Communicate effectively with consumers in an inbound metrics-driven call center environment Navigate multiple technologies while staying engaged with our consumer Performs various forms of analysis, including detecting patterns and identifying trends 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 decision. Analyzes and reviews OFAC (Office of Foreign Assets Control) and Memo Screening Reports Approach problems logically and with good judgment to ensure the appropriate consumer outcome. Utilizes OFAC lists to review alerts for possible matches to the list, clear false positives, block and report matches 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 Previous experience in a banking or other call center environment 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 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) Employee must be able to perform essential functions and physical requirements of position with or without reasonable accommodation. 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. 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 Keep You Healthy & Happy All the benefits you expect--- Healthcare Coverage - Competitive medical, dental, and vision plans as well as pre-tax savings through flexible spending accounts (FSA) for commuting, health & dependent care expenses. Income Protection --- Life & Disability Insurance options ensuring financial coverage for you and your family. 401(k) Retirement Plan - Featuring a 100% Company Safe Harbor Match on your first 4% deferral immediately upon eligibility. Work Life Management --- Generous and flexible paid time off benefits for when you---ll need to take some time away from work to care for yourself or a loved one. Health & Wellness Program --- An award-winning program designed to take a personalized, interactive approach to empower you to live your healthiest life. Employee Assistance Program --- Resources and tools to help you and your family find a solution to whatever life throws at you . And some you might not--- Tuition Benefits Program Dependent Scholarship Program Employee Referral Bonus Legal Services & Credit Counseling Pet Insurance Charitable Giving Matching Program Employee Resource Groups All full-time, regular Early Warning employees (as defined in company policy and based on state laws and regulations) are eligible for the benefits. Early Warning Services is an Equal Opportunity employer. All qualified applicants and employees will receive consideration for employment without regard to race, color, religion, religious creed, ethnicity, ancestry, national origin, sex, pregnancy, age, marital status, sexual orientation, gender identity or expression, citizenship, ancestry, disability, veteran status, genetic information or any other characteristic protected by law. Company Description Come Work with Us Early Warning-- is always looking for talented professionals to join our team and help us create amazing payments experiences For over 25 years, we---ve been a leader in financial technology that protects and advances the global financial system. We are a fast-growing company with an entrepreneurial spirit offering competitive compensation, exceptional benefits, and a fun, casual atmosphere filled with opportunity. Come work with a diverse, talented team creating the future of payments

Keywords: Early Warning, Scottsdale , Customer Service Specialist II- Now Interviewing-Remote after training, Hospitality & Tourism , Scottsdale, Arizona