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Call Center Supervisor

Company: Early Warning Services
Location: Scottsdale
Posted on: November 25, 2022

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 this 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 provides supervisor and leadership to the call center and is responsible for supporting management, providing direction and training to staff members. Ensures that team members can perform their job duties, manages daily staffing needs, documenting operational enhancements, and responding to consumer issues.

*Essential Functions*

--- Schedules and oversees the work hours and coverage for the team
--- Supervises assigned staff providing coaching, monitoring and prioritizing of daily activities.
--- Serves as a subject matter expert for department functions.
--- Prepares and monitors daily staffing and makes changes to maintain operational objectives.
--- Perform month one on one's to review employee performance and growth opportunities.
--- Provides direction to new and less experienced staff to train and orient them, increasing their understanding of the department functions.
--- Guides and assists team members with case research and consumer assistance.
--- Actively reviews the Internal Reference Guide to ensure that policies and procedures are current and accurate.
--- Recommends policy and procedure enhancements.
--- Assists with research for legal responses.
--- Responsible for interviewing and selecting new employees, performance management and disciplinary actions as needed.
--- First line of defense for escalated consumer issues.
--- Responsible for the consumer reporting activities.
--- Supports the company's commitment to protect the integrity and confidentiality of systems and data.

*Minimum Qualifications*

--- Education and experience typically obtained through completion of a Bachelor's degree or equivalent work experience
--- Minimum three years of call center and/or fraud operations experience
--- Proven experience leading or supervising a team
--- Must have effective customer service skills and enjoy customer problem resolution
--- Must have the ability to effectively communicate both verbally and in writing

*Preferred Qualifications*

--- Bank operations background
--- Knowledge and understanding of payments (including ACH and bankcards)
--- Knowledge of consumer protection regulations including privacy rules
--- Previous dispute resolution experience

--- Bilingual - Spanish (speak/read/write) preferred.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow instructions and perform other related duties as assigned by their supervisor.

*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.

*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 5% 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._*

Job Type: Full-time

Pay: From $70,000.00 per year

* 401(k)
* 401(k) matching
* Dental insurance
* Disability insurance
* Employee assistance program
* Employee discount
* Employee stock purchase plan
* Flexible spending account
* Health insurance
* Health savings account
* Life insurance
* Paid time off
* Paid training
* Parental leave
* Tuition reimbursement
* Vision insurance
* Monday to Friday
Supplemental pay types:
* Bonus pay

Work Location: One location%58047475%

Keywords: Early Warning Services, Scottsdale , Call Center Supervisor, Other , Scottsdale, Arizona

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