Job Description
Consumer Services Inbound Call Agent III
HIGHLIGHTS Location: Remote (AZ)
Position Type: Contract
Hourly / Salary: BOE
Our client is looking for a Consumer Services Inbound Call Agent III to join their team!
Overall Purpose This position will be responsible for servicing multiple call types regarding experience and identifying fraudulent activity.
Essential Functions - Communicate effectively with consumers in an inbound metricsdriven call center environment
- Standard knowledge of the Zelle product and fraud strategies
- General understanding of CCPA and OFAC requirements
- Navigate multiple technologies while staying engaged with our consumer
- Conducts research and investigation into users and transactions
- Makes judgment call to interdict and mitigate fraud risk by researching the reason and determining next steps
- Providing technical guidance to end users and accurately doenting decisions
- Approach problems logically and with good judgment to ensure the appropriate consumer outcome. Troubles diagnoses and resolves complex issues. Handles escalated calls from Inbound Call Agent I or II as needed. Escalates more complex issues to 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
- Minimum 1 year or more previous experience in a banking or other call center environment
- 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
Internal candidates must:
Consistently meet performance standards & department metrics Demonstrated ability to manage and prioritize current igned work Consistent record of attendance and reliability
Preferred Qualifications - Education and experience obtained through completion of a Bachelor’s degree or equivalent work experience in a related field
- Prior experience with fraud or technical support including experience in a mobile payment environment
- Knowledge of OFAC FinCen and US financial regulatory agencies
- Good working knowledge of fraud prevention detection ysis and mitigation.
- Strong knowledge and understanding of payments (including ACH Debit and Credit Card)
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Job Tags
Hourly pay, Full time, Contract work, Work experience placement, Remote job,