Customer Success Analyst II

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 position provides high level customer support for responding to customer product-related inquiries. This person represents the customer, their requirements and facilitates discussions with internal departments for delivery of timely solutions.Focuses on operational efficiency and delivery of primary product deliverables. May handle escalations and facilitate 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 being sold and technical understanding to drive and increase adoption and utilization of company products. Start to formulate recommendations for product features beyond central functionality to help the customer achieve specific business results and maximum value from the product(s).

Essential Functions

• Delivering Amazing Customer Experience: Responds and provides support for all customer incoming calls and emails and ensures timely and satisfactorily resolution. Proactively responds to customer queries and ensures consistent, thorough communication through issue resolution. Document case activity within case management system and handles and responds to customer escalations only involving the Manager when escalation is required. Works closely with senior internal team members to understand product features beyond central functionality to help customer achieve specific business results and maximize product value.
• Active Monitoring and Process Control: Follows documented processes and procedures related to routine and recurring support activities. Performs routine audits related to customer application access. Ensures department is in compliance with internal policies and procedures. Maintains records of changes, product enhancements, product pricing or other customer specific items; proactively building out customer background.
• Problem Resolution Liaison: Actively encourages more junior team members to share knowledge and understand customer needs; includes sales team in escalations and sensitive resolutions. Provides training and support to junior team members. Organizes discussions between customers and delivery, sales, operations, transmissions, legal and billing to resolve status, production, delivery and billing inquiries.
• Provides in-depth research on case resolution to resolve issues with customer(s), including but not limited to technical issues, product knowledge, etc. Coordinates between internal groups and acts as liaison E2E to ensure issue closer meets customer expectations.
• Supports the growing needs of products that are implemented at EWS.
• Support the company's commitment to risk management and protecting the integrity and confidentiality of systems and data.
• 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.

Minimum Qualifications

• High school diploma or Associate's degree
• Requires minimum of 6 or more years of work experience or on-the job training
• Prior 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)
• Demonstrated ability to create and communicate presentations.
• 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
• Strong attention to detail
• Background and drug screen.

Preferred Qualifications

• Financial services / banking experience preferably in customer service/sales roles
• Experience with 2-factor token support (assigning, replacing, inventory management, etc.)
• Experience with Microsoft Office tools, creating/maintaining excel spreadsheets
• Develop and maintain data sets and coordinates with others to distribute various reports for internal and external partners

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.

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.

• 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!

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.

Early Warning Services LLC is a proud participant in E-Verify, a federal program to help ensure a legal and authorized workforce. As part of our hiring process, we electronically verify the employment eligibility of all new hires through E-Verify. For more information on your rights and responsibilities under E-Verify please visit Home | E-Verify.