Manager, Consumer Services Reg E & Network Complaints

Early Warning Services LLC
parental leave, paid time off, 401(k), retirement plan
United States, Arizona, Scottsdale
16552 North 90th Street (Show on map)
Nov 21, 2024
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 Responsible for upgrading, implementing, and managing the Reg E & Complaints Management Support Team for Consumer Services at Early Warning. This team will work and maintain a robust Reg E and Complaints Management process across all Consumer Service lines of business for Zelle, FCRA, Executive Relations, Social Media, Communications, Back Office Support as well as any future department in Consumer Services that requires. This role will also be a key point of contact for coordinating, drafting, and assisting Consumer Services in responding to all regulatory, legal, and compliance requests. Essential Functions Strong written and communication skills in drafting and communicating official responses to all regulatory entities Experience managing Reg E and Complaint Management processes Schedules and oversees the work hours and coverage for multiple teams (Complaints, Reg E, Fraud Velocity, CMA and Network SCAMS, etc.) Ability to manage the day-to-day performance of multiple teams of individual analysts responsible for a wide range of functions and processes Must have the ability to evaluate procedures and work instructions, and apply them to a broader framework to guide the development of training, coaching and procedures to improve the Consumer experience while ensuring legal/regulatory/Network compliance Develop and manage Reg E and Network Complaints framework that ensures robust standards and an integrated approach to client servicing that includes service, operational, and product perspectives Identify, analyze, and resolve broad operational and/or product servicing issues of a sensitive/high risk nature utilizing direct call monitoring and analysis of consumer inquiries and complaints Provides effective leadership in developing highly engaged, high-performing teams Support the company's commitment to protect the integrity and confidentiality of systems and data Serves as a subject matter expert for all consumer department functions Recommends policy and procedure enhancements Assists with research for legal responses Strong understanding of P2P payment processing Minimum Qualifications High School Diploma Five or more years of consumer service experience Two or more years supervisory or management experience Skilled in PowerPoint and other MS Office skills Strong organization, problem solving and prioritization skills Proficiency in process definition and procedure writing Ability to manage multiple stakeholders Audit and/or risk related experience with an in-depth knowledge of consumer protection regulations Understanding of electronic payments processing Preferred Qualifications Education and experience typically obtained through completion of a Bachelor's degree or equivalent work experience Strong background in Reg E and Complaint Management Strong knowledge and understanding of payments (including ACH and card rails) BS/BA Degree 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. Employee must be able to perform essential functions and physical requirements of position with or without reasonable accommodation. 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. Early Warning Services is an affirmative action and equal opportunity employer. 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.