Job Description

Consumer Services Inbound Call Agent I

HIGHLIGHTS
Location: Remote (AZ)
Position Type: Contract
Hourly / Salary: BOE


Our client is looking for a Consumer Services Inbound Call Agent I to join their team!



Overall Purpose



This position will be responsible for servicing multiple call types regarding FCRA experience and isting with consumer reporting activity.





Essential Functions

• Communicate effectively with consumers in an inbound metricsdriven 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. Troubles 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
• Successful completion of a FCRA newhire essment and biennial (every 2 years) certification is required for this role with a ping score of 80% or higher; 2 attempts maximum
• 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 ytical research and investigative ss.
• Strong phone ss and a customer service orientation
• Ability to work independently and handle large volumes of research cases.
• Excellent verbal and written communication ss
• Intermediate MS Office ss
• 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 doents 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.



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Job Tags

Hourly pay, Full time, Contract work, Remote job,

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