Customer Success Analyst II

Come build the next-gen fintech at 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 a new, state-of-the-art HQ in Scottsdale, AZ - plus growing presences in San Francisco, New York City, and Chicago - we're entering our next big chapter.

Make your mark on what's next in fintech with Zelle®.

Overall Purpose

This position provides high level customer support for responding to customer inquiries. This person represents the customer, their requirements and facilitates discussions with internal departments for delivery of timely solutions. Focuses on operational efficiency and delivery of primary product deliverables. May handle escalations and facilitate discussions with internal departments for delivery of timely solutions. This role will use their in-depth knowledge of business processes, deep knowledge of the product being sold and technical understanding to drive and increase adoption and utilization of company products. Start to formulate recommendations for product features beyond central functionality to help the customer achieve specific business results and maximum value from the product(s).

Essential Functions

• Delivering Amazing Customer Experience: Responds and provides support for all customer incoming calls, emails or other social media platforms and ensures timely and satisfactorily resolution. Proactively responds to customer queries and ensures consistent, thorough communication through issue resolution. Document case activity within case management system and handles and responds to customer escalations only involving the Manager when escalation is required. Works closely with senior internal team members to understand product features beyond central functionality to help customer achieve specific business results and maximize product value.
• Active Monitoring and Process Control: Follows documented processes and procedures related to routine and recurring support activities. Performs routine audits related to customer application access. Ensures department is in compliance with internal policies and procedures. Maintains records of changes, product enhancements, product pricing or other customer specific items; proactively building out customer background.
• Problem Resolution Liaison: Actively encourages more junior team members to share knowledge and understand customer needs; includes sales team in escalations and sensitive resolutions. Provides training and support to junior team members. Organizes discussions between customers and delivery, sales, operations, transmissions, legal and billing to resolve status, production, delivery and billing inquiries.
• Support the company's commitment to risk management and protecting the integrity and confidentiality of systems and data.

Minimum Qualifications

• High school diploma or Associate's degree
• Requires minimum of 6 or more years of work experience or on-the job training
• Prior customer support and escalation experience.
• Demonstrated ability to leverage problem solving skills and appropriate technical tools to perform day-to-day support administration tasks, root-cause analysis and service management (such as log interpretation and performance monitoring)
• Excellent written, verbal and interpersonal communications skills.
• Utilize critical thinking skills, customer understanding and product knowledge to suggest product modifications or best practices of using EWS tools
• Strong attention to detail
• Background and drug screen.

Preferred Qualifications

• Financial services / banking experience preferably in customer service/sales roles
• Experience with 2-factor token support (assigning, replacing, inventory management, etc.)
• Experience with Microsoft Office tools, creating/maintaining excel spreadsheets
• Develop and maintain data sets and coordinates with others to distribute various reports for internal and external partners

Employee must be able to perform essential functions and physical requirements of position with or without reasonable accommodation.

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. The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow instructions and perform other related duties as assigned by their supervisor.

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 5% deferral immediately upon eligibility.
• 12 weeks of Paid Parental Leave
• 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
• 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.

*Unlimited Time Off available to regular, full-time exempt roles only. Our team can share more during the interview process!

Early Warning Services is an Equal Opportunity employer. All qualified applicants and employees will receive consideration for employment without regard to race, color, religion, religious creed, ethnicity, ancestry, national origin, sex, pregnancy, age, marital status, sexual orientation, gender identity or expression, citizenship, ancestry, disability, veteran status, genetic information or any other characteristic protected by law.