Consumer Services Call Agent I

Job Title

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 so much 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.

Positions located in Scottsdale, San Francisco, Chicago, or New York follow a hybrid work model to allow for a more collaborative working environment.

Candidates responding to this posting must independently possess the eligibility to work in the United States, for any employer, at the date of hire. This position is ineligible for employment Visa sponsorship.

Overall Purpose

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

Essential Functions

Communicate effectively with consumers in an inbound metrics-driven call center environment.

Navigate 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

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.

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, Zelle)

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 Flexible 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!