Sr. Client Servicing Manager - Paze

Early Warning Services • Scottsdale, AZ

11d • $104,000 - $156,000 • 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 Serves as the primary point of contact for Early Warning’s customers post-implementation. Provides high level support to remove customer support impediments by managing complex customer issues, driving decisions to facilitate projects, and clearing roadblocks. Will use their in-depth knowledge of business processes, deep knowledge of Early Warning's products and technical understanding to drive and increase adoption and utilization of company products. Recommending product features beyond central functionality to help the customer achieve specific business results and maximum value from the product(s) to achieve 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.
• 8 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)
• 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.
• 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

• Financial services / banking experience preferably in customer service/sales roles
• Contract experience; reading, reviewing and general understanding of contract documents.
• Additional related education and/or experience preferred.
• Employee must be able to perform essential functions and physical requirements of position with or without reasonable accommodation.

Responsibilities

• Represents the customer, their requirements, and facilitates discussions with internal departments for delivery of timely solutions.
• Escalate and manage issues and negotiate compromises with other organization leaders and customers as needed; updates case management system with actions taken.
• Support the planning and facilitation of quarterly customer forums and business reviews.
• Leads the coordination of certification activities to ensure compliance with the Rules and all other Service Documents.
• Leads discussions with more junior team members to share knowledge and understand customer needs; includes sales team in escalations and sensitive resolutions.
• Ensures department complies with internal policies and procedures.
• Collaborates with sales teams to understand and negotiate through billing and contractual challenges specific to each customer.
• Maintains records of changes, product enhancements, product pricing or other customer specific items; proactively building out customer background and learns to recognize new business opportunities.
• Organizes discussions between customers and delivery, sales, operations, transmissions, legal and billing to resolve status, production, delivery, and billing inquiries.
• 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.

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: Mid Level
• Number of Employees: 501-1,000 employees