Call Center Supervisor
Company: Early Warning Services
Posted on: November 25, 2022
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 -.
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.
--- Schedules and oversees the work hours and coverage for the
--- 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
--- Provides direction to new and less experienced staff to train
and orient them, increasing their understanding of the department
--- Guides and assists team members with case research and consumer
--- 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.
--- 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
--- Proven experience leading or supervising a team
--- Must have effective customer service skills and enjoy customer
--- Must have the ability to effectively communicate both verbally
and in writing
--- Bank operations background
--- Knowledge and understanding of payments (including ACH and
--- Knowledge of consumer protection regulations including privacy
--- 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
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
*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
_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) 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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