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GTN Technical Staffing
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Consumer Services Inbound Call Agent I
2024-10-10
2024-11-09
Employment Type:
Contract
Job Number: 26794
Pay Rate: $ - $20
Remote Friendly?: Hybrid
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 assisting with consumer reporting activity.
Essential Functions
Preferred Qualifications
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.
"We are GTN –The Go To Network"
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 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
- Successful completion of a FCRA new-hire assessment and biennial (every 2 years) certification is required for this role with a passing 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
- 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)
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.
"We are GTN –The Go To Network"
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