Inbound Call Center Agent - (Bilingual- Fluent Spanish Speaking)

Inbound Call Agent Level - III (MUST BE BILINGUAL - English/Spanish)

HIGHLIGHTS
Location: 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. (McDonald & 101)
• 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.)

Schedule: Monday, Tuesday, Wednesday, Friday and Saturday (Days off: Thursday and Sunday) 10:00-7:00 pm MST
Position Type: Contract / Contract to hire; 40 hours a week
Compensation: $24.20/hour
Residency Status: US Citizen or Green Card Holder ONLY

Overall Purpose

Essential Functions

• Communicate effectively with consumers in an inbound metrics-driven call center environment
• Standard knowledge of the company 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)

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