Consumer Services Inbound Call Agent III-Bilingual Spanish Speakers

At Early Warning, we’ve powered and protected the U.S. financial system for over thirty years with cutting-edge solutions like Zelle®, Paze℠, and so much more. As a trusted name in payments, we partner with thousands of institutions to increase access to financial services and protect transactions for hundreds of millions of consumers and small businesses.

Positions located in Scottsdale, San Francisco, Chicago, or New York follow a hybrid work model to allow for a more collaborative working environment.

Candidates responding to this posting must independently possess the eligibility to work in the United States, for any employer, at the date of hire. This position is ineligible for employment Visa sponsorship.

Overall Purpose  

This position will be responsible for servicing multiple call types regarding Zelle experience and identifying fraudulent activity.  

Essential Functions 

• Communicate effectively with consumers in an inbound metrics-driven 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 documenting decisions 

• Approach problems logically and with good judgment to ensure the appropriate consumer outcome. Troubleshoots, 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, 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 

Internal candidates must:  

Consistently meet performance standards & department metrics                                                           Demonstrated ability to manage and prioritize current assigned 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 

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