Client Servicing Manager - Merchant

Early Warning® • Scottsdale, AZ

22h • $84,000 - $126,000 • Hybrid

About The Position

At Early Warning, we’ve powered and protected the U.S. financial system for over thirty years with cutting-edge solutions like Zelle®, Paze℠, and so much more. As a trusted name in payments, we partner with thousands of institutions to increase access to financial services and protect transactions for hundreds of millions of consumers and small businesses. Positions located in Scottsdale, San Francisco, Chicago, or New York follow a hybrid work model to allow for a more collaborative working environment. Candidates responding to this posting must independently possess the eligibility to work in the United States, for any employer, at the date of hire. This position is ineligible for employment Visa sponsorship. Overall Purpose This Client Servicing Manager is the primary point of contact for Early Warning strategic partners and provides high level support to remove impediments. This role represents the customer, their requirements and facilitates 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 and technical understanding to drive and increase adoption and utilization of company products. The Client Servicing Manager should recommend product features beyond central functionality to help the customer achieve specific business results and maximum value from the product(s) to achieve the customer's desired result.

Requirements

• Education and experience typically obtained through completion of a Bachelor’s Degree in Business Administration, Operations Management, or related field.
• Five or more years of 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).
• Utilize critical thinking skills, customer understanding and product knowledge to suggest product modifications or best practices of using EWS tools.
• Excellent written/oral communication skills, including maintaining FAQs, strong presentation, and facilitation skills.
• Background and drug screen.
• Candidates responding to this posting must independently possess the eligibility to work in the United States at the date of hire.

Nice To Haves

• Merchant/payment services experience preferably in customer service/sales roles.
• Employee must be able to perform essential functions and physical requirements of position with or without reasonable accommodation.

Responsibilities

• Manages the support of all customers incoming calls, emails or other social media platforms and ensures their resolution.
• Manages team responses to ensure consistent, thorough communication until an issue is solved, or complaint is adequately resolved.
• Resolves incidents and complaints; updates case management system with actions taken.
• Manages and responds to customer escalations.
• Manage complex customer issues, drive decisions to facilitate projects, and clear roadblocks.
• Escalate and manage issues and negotiate compromises with other organization leaders and customers as needed.
• Ensures the department is in compliance with internal policies and procedures.
• Formulates recommendations for process efficiencies throughout the department.
• Supports the company’s commitment to risk management and protecting the integrity and confidentiality of systems and data.
• May also have expertise in specific areas such as certification, contracting and billing.

Benefits

• 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.
• Paid Time Off – Flexible Time Off for Exempt (salaried) employees, as well as generous PTO for Non-Exempt (hourly) employees, plus 11 paid company holidays and a paid volunteer day.
• 12 weeks of Paid Parental Leave
• Maven Family Planning – provides support through your Parenting journey including egg freezing, fertility, adoption, surrogacy, pregnancy, postpartum, early pediatrics, and returning to work.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager