Consumer Services Inbound Call Agent (Remote after 90 days)

Come build the next-gen fintech at 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 a new, state-of-the-art HQ opening this year in Scottsdale, AZ - plus growing presences in San Francisco and Chicago - we're entering our next big chapter.

Make your mark on what's next in fintech with Zelle®.

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
• 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, dental, and vision plans as well as 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 5% deferral immediately upon eligibility.
• Parental Leave - 12 weeks paid leave plus access to Maven Maternity
• Paid Time Off - Unlimited Time Off* starting on Day 1, plus 11 paid company holidays
• Employee Assistance Program - Resources and tools to help you and your family find a solution to whatever life throws at you.

And SO much more! We continue to enhance our program, so be sure to check our Benefits page here for the latest.

*Unlimited Time Off available to regular, full-time exempt roles only. 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.