Manager, Customer Administration

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) and Chicago, IL - plus a growing presence in San Francisco - 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, Illinois, NY tri-state metro area (New Jersey, New York and Connecticut) and San Francisco, CA. On exception we will hire in secondary locations such as District of Columbia, Florida, Georgia, Maryland, Nevada, North Carolina, South Carolina, Texas and Virginia. We are not actively recruiting in Colorado, Rhode Island or Washington.

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 manages the day-to-day productivity of the Administration team, which is responsible for maintaining Customer system access and supporting first level customer inquiry. In addition, the team is responsible to triage case types and forward to the respective CIS product support team. This role is responsible for providing direction, training, support, and leadership to staff members. Ensures the highest quality and service is provide to customers, oversees the achievement of goals, develops/enhances procedures, and responds to consumer and financial institution issues.

Essential Functions

• Leads a team of individuals to provide support services to customer for access to Early Warning Systems and Documentation
• Ensures processing of customer requests are completed within set SLA
• Oversee the intake process of customer requests and assign them between the Administration (L1), Product (L2) and Strategic Partner (L3) teams
• Partners with key stakeholders to ensure issues are promptly communicated and understood to promote timely and effective solutions
• Identifies process improvements and drives operational efficiencies to increase employee capacity
• Evaluates and makes recommendations on capacity requirements
• Acts as a subject matter expert and can represent Administration support on related projects and new product launch
• Work customer implementations and support cases as assigned within Salesforce. Directly interface with our customers through meetings and casework
• Complies with all security policies and procedures, to ensure that the highest level of system and data confidentiality, integrity and availability is maintained
• Supports the company's commitment to risk management and protecting the integrity and confidentiality of systems and data

Minimum Qualifications

• Education and experience typically obtained through completion of a Bachelor's degree
• 8 or more years of related experience
• Demonstrated understanding and knowledge of support center best practices, including scheduling, proactive oversight, handling control and schedule adherence is required. Additionally, a demonstrated understanding of support center operations including the ability to manage average work time, response time and call volume
• Ability to manage diverse operations consisting of tight deadlines and high pressure situations is required. The ability to multi-task and function well in a stressful environment is also required
• Demonstrated ability to resolve complex process/systems issues through the identification and analysis of problems from root cause to strategy development and execution is necessary. Proven ability and expertise in implementing and institutionalizing disciplined process improvement methodologies within a servicing center. Ability to instigate and manage comprehensive policies, programs and initiatives as described
• Good leadership, communication (both written and verbal) and interpersonal skills are required to perform the functions as described. Must have the ability to effectively motivate employees and resolve conflicts
• Self starter with the ability to drive implementation while finding the balance between achieving results and fostering collaboration
• Background and drug screen

Preferred Qualifications

• Ability to effectively manage service center activities as described as normally obtained through at least five to ten years center management experience in an environment that entailed a high volume of transactions, intensive consumer interaction, and rapid and constant change
• Experience should include demonstrated ability to manage an operation of at least fifty or more employees
• Incumbents should have a proven record of accomplishment of performance improvements as well as sustained consumer satisfaction and employee morale
• Ability to present and communicate with senior level management on process and performance in a structured environment

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.

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.

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.
• 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.