Customer Administrator I

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 23, 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 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. Requires minimum of 4 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 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. 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. 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. 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.