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

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)

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.

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