Consumer Services Inbound Call Agent I

About the role

This position will service multiple call types regarding Zelle or FCRA experience and assist with consumer activity.

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.

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.
• Able to work independently and handle large volumes of research cases.
• Excellent verbal and written communication skills.
• Intermediate MS Office skills.

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).

Pay

The base pay for this position in Phoenix, AZ is $20 per hour. Candidates are eligible for a discretionary incentive plan and benefits, including healthcare coverage, a 100% company safe harbor match on the first 6% deferral, and a 12 weeks of Paid Parental Leave.