Customer Administrator I

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 is the first level customer support representative for responding to customer inquiries related to system or documentation access. Represents the customer, their requirements and facilitates discussions with internal departments for delivery of timely solutions. Focuses on operational efficiency and delivery of primary deliverables.

Essential Functions

Delivering Amazing Customer Experience: Responds and provides support for all customer incoming calls and emails to ensure 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 escalate complex issues to next level support. Works closely with senior internal team members to understand customer needs and identify opprtunities for improvement.

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.

Supports the company’s commitment to protect the integrity and confidentiality of systems and data.

Minimum Qualifications

• High school diploma.

• 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 and service management (such as log interpretation and performance monitoring).

• Good 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.

• Professional services / consulting experience.

• Additional related education and/or experience preferred.