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Consumer Services Inbound Call Agent III

Scottsdale, AZ

Employment Type: Contract Job Number: 26793 Pay Rate: $ - $22 Remote Friendly?: Hybrid

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 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
  • 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, analysis, and mitigation.
  • Strong knowledge and understanding of payments (including ACH, Debit and Credit Card)​​​​​​​
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