Consumer Services Call Agent I

About the role

At Early Warning, we’ve powered and protected the U.S. financial system for over thirty years with cutting-edge solutions like Zelle®, Paze℠, and more. As a trusted name in payments, we partner with thousands of institutions to increase access to financial services and protect transactions for hundreds of millions of consumers and small businesses. This position services multiple call types regarding Zelle or FCRA experience and assists with consumer activity.

Positions located in Scottsdale, San Francisco, Chicago, or New York follow a hybrid work model. Candidates must independently possess eligibility to work in the United States for any employer at the date of hire; this position is ineligible for employment Visa sponsorship.

Responsibilities

• Communicates effectively with consumers in an inbound metrics-driven call center environment.
• Navigates multiple technologies while staying engaged with the consumer.
• Approaches 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.
• Takes ownership of each consumer interaction while treating consumers with respect and responding with empathy.
• Supports the company’s commitment to risk management and protecting the integrity and confidentiality of systems and data.

Area of Focus: FCRA

• Executes tasks involving FCRA operations and assesses consumer impacts.
• Understands and follows FCRA rules and responsibilities.
• Successfully completes FCRA new hire assessment and biennial (every 2 years) certifications with a minimum passing score of 80% within two attempts.

Area of Focus: Zelle

• Applies standard knowledge of the Zelle product and strategies.
• Makes judgement calls and mitigates risk by researching the reason and determining next steps regarding Zelle tokens.

Requirements

• High school diploma.
• Minimal or no previous experience required.
• Ability 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.
• Successful completion of 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, Zelle).

Physical Requirements

• Working conditions consist of a normal office environment.
• Work is primarily sedentary and requires extensive use of a computer and 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.

Benefits

• 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 with a 100% Company Safe Harbor Match on your first 6% deferral immediately upon eligibility.
• Paid Time Off: Flexible Time Off for Exempt (salaried) employees, 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 support through your parenting journey including egg freezing, fertility, adoption, surrogacy, pregnancy, postpartum, early pediatrics, and returning to work.