Client Servicing Manager (Certification Manager)

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.

Essential Functions

• 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.

Additional Essential Functions specific to: Client Servicing Manager - Certification

• Experience in managing certification programs, including design, implementation, and evaluation. Develops, implements, and maintains comprehensive policies and procedures for the certification program for new and existing clients.

• Designs and maintains dashboards and reports to track waiver and exception trends, volumes, and resolution times.

• Acts as the primary point of contact for waiver and exception requests; coordinate timely review and approval of all stakeholder requests.

Minimum Qualifications

• 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.

Additional Minimum Qualifications specific to: Client Servicing Manager - Certification

• Ability to develop and execute test scripts and scenarios to validate system changes and ensure compliance with certification standards. Validates that system changes meet requirements before implementation into production environments.

• Analytical mindset for evaluating certification readiness and identifying gaps in compliance.

• Working knowledge of APIs, system integrations, encryption, and secure payment technologies.

Preferred Qualifications

• Financial services / banking 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.

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. Candidates responding to this posting must independently possess the eligibility to work in the United States at the date of hire.

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.

The pay scale for this position in:

Phoenix, AZ and Chicago, IL in USD per year is: $75,000 - $90,000

San Francisco, CA and New York, NY in USD per year is: $90,000 - $110,000

This pay scale is subject to change and is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific candidate, which is always dependent on legitimate factors considered at the time of job offer. Early Warning Services takes into consideration a variety of factors when determining a competitive salary offer, including, but not limited to, the job scope, market rates and geographic location of a position, candidate's education, experience, training, and specialized skills or certification(s) in relation to the job requirements and compared with internal equity (peers). The business actively supports and reviews wage equity to ensure that pay decisions are not based on gender, race, national origin, or any other protected classes.

Additionally, candidates are eligible for a discretionary bonus, and benefits.

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.
• 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 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.

AndSOmuch more! We continue to enhance our program, so be sure tocheck our Benefits page here for the latest. Ourteamcan share more during the interview process!

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Early Warning Services, LLC ("Early Warning") considers for employment, hires, retains and promotes qualified candidates on the basis of ability, potential, and valid qualifications without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote equal employment opportunity and affirmative action, in accordance with all applicable federal, state, and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our employees.