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Consumer Services Inbound Call Agent I-FCRA Customer Service

Company: Early Warning Services, LLC
Location: Scottsdale
Posted on: March 19, 2023

Job Description:

Come build the next-gen fintech at Early Warning, network operator of 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 new state-of the-art offices in Scottsdale, AZ (Headquarters) and Chicago, IL - plus a growing presence in San Francisco - we're entering our next big chapter. We focus all hiring efforts in a few states and within driving distance of an office location to enable in-person collaboration when and where possible. Priority hiring locations are Scottsdale, AZ, Illinois, NY tri-state metro area (New Jersey, New York and Connecticut) and San Francisco, CA. On exception we will hire in secondary locations such as District of Columbia, Florida, Georgia, Maryland, Nevada, North Carolina, South Carolina, Texas and Virginia. We are not actively recruiting in Colorado, Rhode Island or Washington.

People matter to us, so we think our best work is done when we're together, in-person. From informal interactions, to sharing ideas, to mentoring and beyond. We also believe in workplace flexibility and empowering teams to determine the rhythm of work to create an inclusive culture. Through the power of innovative collaboration, we offer hybrid and (when necessary) virtual ("remote") workplace models.

Join us and make your mark on what's next in fintech.

*Applicants must be authorized to work for any employer in the United States. We are unable to sponsor an employment Visa for this position.

Overall Purpose

This position will be responsible for servicing multiple call types regarding FCRA experience and assisting with consumer reporting activity.

Essential Functions

  • Communicate effectively with consumers in an inbound metrics-driven call center environment
  • Standard knowledge of FCRA operations and the consumer impact(s)
  • Detailed understanding of the Fair Credit Reporting Act and its obligations
  • Navigate multiple technologies while staying engaged with our consumer
  • Approach problems logically and with good judgment to ensure the appropriate consumer outcome. Troubleshoots, diagnoses and resolves basic issues. Escalates more complex issues to Inbound Call Agent II, III or Universal Call Agent as needed.
  • Take ownership of each consumer interaction while treating consumers with respect and responding with empathy
  • Successful completion of a FCRA new-hire assessment and biennial (every 2 years) certification is required for this role with a passing score of 80% or higher; 2 attempts maximum
  • Support the company's commitment to risk management and protecting the integrity and confidentiality of systems and data Minimum Qualifications
    • High school diploma
    • Minimal or no previous experience required
    • Must be able to adapt in a dynamic work environment that requires frequent changes in call/case types from each interaction
    • 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
      • Previous experience in a banking or other call center, customer service environment
      • Experience with FCRA compliance in a banking environment.
      • Knowledge of FCRA, CCPA, FDCPA, OFAC, FinCen, and US financial regulatory agencies
      • General knowledge and understanding of payments (including ACH, Debit and Credit Card)

        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.

        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 Prioritize Your Health and Happiness

        ---Healthcare Coverage - Competitive medical (PPO/HDHP), dental, and vision plans as well as company contributions to your Health Savings Account (HSA) or pre-tax savings through flexible spending accounts (FSA) for commuting, health & dependent care expenses.

        ---401(k) Retirement Plan - Featuring a 100% Company Safe Harbor Match on your first 6% deferral immediately upon eligibility.

        ---Paid Time Off - Unlimited Time Off for Exempt (salaried) employees, as well as generous PTO for Non-Exempt (hourly) employees, plus 11 paid company holidays and a paid volunteer day.

        ---12 weeks of Paid Parental Leave

        ---Maven Family Planning - provides support through your Parenting journey including egg freezing, fertility, adoption, surrogacy, pregnancy, postpartum, early pediatrics, and returning to work.

        And SO much more! We continue to enhance our program, so be sure to check our Benefits page here for the latest. Our team can share more during the interview process!

        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.

Keywords: Early Warning Services, LLC, Scottsdale , Consumer Services Inbound Call Agent I-FCRA Customer Service, Sales , Scottsdale, Arizona

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