Inbound Call Center Agent

Customer Service Representative Inbound Call Agent I

HIGHLIGHTS
Location: Scottsdale, AZ USA 85250; 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.)
Schedule: Monday - Friday; 8am - 5pm AZ time
Position Type: Contract / Contract to hire; 40 hours a week
Compensation: $20/hourly pay rate (Non-bilingual); $24.20/hour for Bilingual Candidates (English/Spanish)
Residency Status: US Citizen or Green Card Holder ONLY

Overall Purpose

We are looking for strong customer service specialists! We provide training for the first 6-8 weeks. This is a customer service position where you will be asked to take inbound calls from customers/consumers regarding their banking history. This call center is focused around FCRA (Fair Credit Reporting Act). FCRA is intended to ensure consumer reports are accurate and used for permissible purposes. It creates consumer protections and rights and imposes responsibilities on banks as users of consumer reports and entities furnishing information to the consumer reporting agencies. Most callers have been declined the opportunity to open a savings or checking account while visiting a bank and they are directed to contact us. You will be able to assist customers/consumers by helping them obtain a copy of their consumer report, file any disputes, or follow up on any needed action regarding their banking history.

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

Minimum Qualifications

• 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)

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