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,

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