Contact Center Agent

Location: Anywhere in Country At EY, we’re all in to shape your future with confidence. We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world. Join our Risk Management team as part of the Independence function. This function assists EY engagement teams in complying with professional standards and regulatory requirements, helping EY professionals stay “independent” from EY audit clients. You’ll help protect EY from risks related to our client-serving professionals’ personal independence. The Independence team provides coordinated advice and assistance on independence, conflicts, and regulatory and risk management issues, as well as supports our people by providing one-on-one assistance. You’ll handle inbound and outbound calls in a professional manner and provide accurate and timely answers to personal independence queries and concerns. You’ll work closely with all parts of the organization to identify, manage and monitor personal independence risks by providing coordinated advice and assistance directly to EY professionals. The opportunity You’ll have the opportunity to develop your career by collaborating with independence professionals around the globe. You’ll be supporting our client-serving teams in accurately representing and adhering to the global EY organization’s personal independence standards. Our Independence team develops outstanding leaders who deliver on EY promises to our stakeholders. We play a critical role in supporting the reputable EY brand by verifying our professionals are following independence regulations. Your Key Responsibilities You’ll possess subject‑matter knowledge enabling you to develop and execute support center programs that will assist EY employees with reporting requirements, assessing compliance, tracking findings and remediating issues with key stakeholders. You’ll collaborate with other support center professionals to improve service level. You’ll help train new employees and inform them about the EY Personal Independence Policy. Additional responsibilities include: Assisting in the development of testing programs that are effective, measurable and impactful. Executing detailed operational monitoring programs to validate compliance with US firm policy. Facilitating and driving the process to completion by following up on requests from Risk Management consultants and EY employees. Understanding and applying key requirements of the US firm’s and regulators’ independence rules and policies. Working with EY employees on obtaining background materials required to initiate review of business relationships or other processes. Acting as a liaison between EY personnel, other members of the Risk Management team and various functional areas within the US firm in assessing compliance. Building and leveraging a network of contacts within Risk Management and across the US firm. Challenging existing processes and approaches for operational efficiency, effectiveness, internal controls and/or customer service and offering innovative ideas for improvement. Troubleshooting skills, either basic or advanced, depending on the role and industry. Skills And Attributes For Success Exceptional interpersonal and rapport‑building skills. A patient and empathetic attitude. Strong time management and organizational skills with basic knowledge of project management tools and methodologies. Comfortable working in fast‑paced environments. Proficiency in the English language, including the ability to listen, understand, read and communicate effectively both in writing and verbally in a professional environment. Computer literacy and phone skills, including familiarity with complex or multiline phone systems. Ability to collaborate with multiple professionals and/or teams simultaneously. Strong interpersonal and responsive customer service skills. Ability to learn and understand the US firm’s and regulators’ independence rules and policies as well as familiarity with other risk management initiatives. Ability to successfully manage multiple tasks and activities in a timely manner and be responsible for specific outcomes. Strong problem‑solving skills and attention to detail. Strong research skills and the ability to apply sound business judgment to individual and team assignments. Self‑motivation. To qualify, you must have Bachelor’s degree or equivalent work experience. Proficient in Microsoft Office (Word, Excel, PowerPoint). One to three‑plus years’ related experience. Flexibility to work an eight‑hour shift between 8:00 a.m. and 9:00 p.m. PT Monday through Friday. What We Offer You At EY, we’ll develop you with future‑focused skills and equip you with world‑class experiences. We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams. We offer a comprehensive compensation and benefits package where you’ll be rewarded based on your performance and recognized for the value you bring to the business. The base salary range for this job in all geographic locations in the US is $57,400 to $104,100. The base salary range for New York City Metro Area, Washington State and California (excluding Sacramento) is $68,800 to $118,300. Individual salaries within those ranges are determined through a wide variety of factors including but not limited to education, experience, knowledge, skills and geography. In addition, our Total Rewards package includes medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options. Join us in our team‑led and leader‑enabled hybrid model. Our expectation is for most people in external, client serving roles to work together in person 40‑60% of the time over the course of an engagement, project or year. Under our flexible vacation policy, you’ll decide how much vacation time you need based on your own personal circumstances. You’ll also be granted time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well‑being. EY accepts applications for this position on an on‑going basis. EY focuses on high‑ethical standards and integrity among its employees and expects all candidates to demonstrate these qualities. EY | Building a better working world EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets. Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow. EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi‑disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories. EY provides equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, pregnancy, genetic information, national origin, protected veteran status, disability status, or any other legally protected basis, including arrest and conviction records, in accordance with applicable law. EY is committed to providing reasonable accommodation to qualified individuals with disabilities including veterans with disabilities. If you have a disability and either need assistance applying online or need to request an accommodation during any part of the application process, please call 1-800-EY-HELP3, select Option 2 for candidate related inquiries, then select Option 1 for candidate queries and finally select Option 2 for candidates with an inquiry which will route you to EY’s Talent Shared Services Team (TSS) or email the TSS at View email address on click.appcast.io. #J-18808-Ljbffr