Sr. CS Strategy Analyst-Telephony

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 opening this year in Scottsdale, AZ - plus growing presences in San Francisco and Chicago - we're entering our next big chapter.

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

Overall Purpose

Responsible for the creation of servicing strategies that improve consumer experience, operational process and optimizes expense. Process management functions may include data gathering and analysis, best practice research, process mapping, developing and recommending alternatives for improvement, developing performance metrics, obtaining leadership or stakeholder agreement, implementing improvements, and monitoring post-process improvement initiative performance.

Essential Functions

• Proposes new and analyzes existing consumer servicing practices as well as long-term and short term recommendations to increase consumer satisfaction, productivity, and optimize the cost to service.
• Assist in the creation of champion-challenger strategies, monitor and assess various process changes to ensure they are producing the desired outcomes.
• Uses efficient and cost-effective approaches to integrate processes and technology into the workplace and improve program effectiveness.
• Determines objectives and sets priorities for development of new processes or process enhancements; anticipates potential threats or opportunities and vets them within the organization and with customers as appropriate.
• Works across company and the industry to understand the impact of processes, policies, and technological changes on the organization and the product.
• Oversee the process improvement implementation process by working with managers, team members and other employees to ensure that the, the plan is clear, process is implemented appropriately and can be applied quickly and efficiently.
• Support the company's commitment to protect the integrity and confidentiality of systems and data.

Minimum Qualifications

• Education and/or experience typically obtained through completion of a Bachelor's degree;
• Experience with Consumer Related communications, or related experience;
• Ability to work effectively within cross-functional teams;
• Excellent analytical and problem solving skills, to apply critical thinking and the ability to make recommendations;
• Proactive self-starter with ability to work independently;
• Strong project management and organizational skills, with ability to prioritize multiple tasks and achieve objectives in a fast-paced environment;
• Unyielding commitment to highest professional ethics;
• Six Sigma experience a plus;
• Background and drug screen

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.

Early Warning Services is an equal opportunity employer.

Some of the Ways We Prioritize Your Health and Happiness

• Healthcare Coverage - Competitive medical, dental, and vision plans as well as 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.
• Parental Leave - 12 weeks paid leave plus access to Maven Maternity
• Paid Time Off - Unlimited Time Off* starting on Day 1, plus 11 paid company holidays
• Employee Assistance Program - Resources and tools to help you and your family find a solution to whatever life throws at you.

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.