Consumer Services Inbound Call Agent-Spanish Speakers

Come build the next-gen fintech at Early Warning, network operator of Zelle®, where we’re relentlessly focused on empowering prosperity in all its forms.

From fast money movement for over 100 million people who can access Zelle® directly through their banking app to new account opening and beyond – we make a difference in the lives of consumers and businesses every day and enable them to live their best financial lives. And we’re only getting started.

With new state-of the-art offices in Scottsdale, AZ (Headquarters), Chicago, IL, San Francisco, CA – plus a growing presence in New York City – we’re entering our next big chapter. We focus all hiring efforts in a few states and within driving distance of an office location to enable in-person collaboration when and where possible. Priority hiring locations are Scottsdale, AZ, Chicago, IL, NY tri-state metro area (New Jersey, New York and Connecticut) and San Francisco, CA. We are not actively recruiting in Rhode Island.

People matter to us, so we think our best work is done when we’re together, in-person. From informal interactions, to sharing ideas, to mentoring and beyond. We also believe in workplace flexibility and empowering teams to determine the rhythm of work to create an inclusive culture. Through the power of innovative collaboration, we offer hybrid and (when necessary) virtual (“remote”) workplace models.

Join us and make your mark on what’s next in fintech.

*Applicants must be authorized to work for any employer in the United States.  We are unable to sponsor an employment Visa for this position.

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 

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) 

Other Details

Pay:  $22.00/hr + $575 Quarterly bonus (full time position includes a full benefits package) (For Spanish speakers, we do offer 10% bilingual allowance which could bring your pay rate to $24.20/hr).

Start:  Monday, 05/06/2024

Remote Status: This position can be fully remote with the exception of coming in 2 times a month for "Team Days." However, it will start in person from our Scottsdale office. There is an in office requirement for 90-120 days post training.  After training and evaluation period of your attendance and performance, this role can be fully remote from home.  You must be in good standing with your performance and attendance in order to move to Fully Remote (with the exception of coming in twice a month for Team Days.)

Training request:  There must be no time off requests during your training period for the first 4 weeks.  Training is 100% required.

Location:  5801 N Pima Rd, Scottsdale, AZ 85250 (Off of the 101 & McDonald Rd)

Hours:  First 4 weeks of training will be M-F, 7:00-4:00 pm.  After training, you will be required to choose between 2 schedules:

1. Sunday-Thursday 10:00-7:00 pm (In November, schedule will change to 11:00 am – 8:00 pm to reflect Daylight Savings Time.)
2. Tuesday-Saturday 10:00-7:00 pm (In November, schedule will change to 11:00 am – 8:00 pm to reflect Daylight Savings Time.)

Physical Requirements  

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. 

The above job description is not intended to be an all-inclusive list of duties and standards of the position. 

 Early Warning Services is an affirmative action and equal opportunity employer. 

Some of the Ways We Prioritize Your Health and Happiness 

·        Healthcare Coverage – Competitive medical (PPO/HDHP), dental, and vision plans as well as company contributions to your Health Savings Account (HSA) or pre-tax savings through flexible spending accounts (FSA) for commuting, health & dependent care expenses.

·        401(k) Retirement Plan – Featuring a 100% Company Safe Harbor Match on your first 6% deferral immediately upon eligibility.

·        Paid Time Off – Unlimited Time Off for Exempt (salaried) employees, as well as generous PTO for Non-Exempt (hourly) employees, plus 11 paid company holidays and a paid volunteer day.

·        12 weeks of Paid Parental Leave

·        Maven Family Planning – provides support through your Parenting journey including egg freezing, fertility, adoption, surrogacy, pregnancy, postpartum, early pediatrics, and returning to work.

And SO much more! We continue to enhance our program, so be sure to check our Benefits page here for the latest. Our team can share more during the interview process!