Executive Resolution and Payment Claims Analyst Job at Early Warning Services
Come build the next-gen fintech at Early Warning, network operator of Zelle®, where we’re relentlessly focused on empowering prosperity in all its forms.
From fast money movement for over 100 million people who can access Zelle® directly through their banking app to new account opening and beyond – we make a difference in the lives of consumers and businesses every day and enable them to live their best financial lives. And we’re only getting started.
With new state-of the-art offices in Scottsdale, AZ (Headquarters) and Chicago, IL – plus a growing presence in San Francisco – we’re entering our next big chapter. We focus all hiring efforts in a few states and within driving distance of an office location to enable in-person collaboration when and where possible. Priority hiring locations are Scottsdale, AZ, Illinois, NY tri-state metro area (New Jersey, New York and Connecticut) and San Francisco, CA. On exception we will hire in secondary locations such as District of Columbia, Florida, Georgia, Maryland, Nevada, North Carolina, South Carolina, Texas and Virginia. We are not actively recruiting in Colorado, Rhode Island or Washington.
People matter to us, so we think our best work is done when we’re together, in-person. From informal interactions, to sharing ideas, to mentoring and beyond. We also believe in workplace flexibility and empowering teams to determine the rhythm of work to create an inclusive culture. Through the power of innovative collaboration, we offer hybrid and (when necessary) virtual (“remote”) workplace models.
Join us and make your mark on what’s next in fintech.
- Applicants must be authorized to work for any employer in the United States. We are unable to sponsor an employment Visa for this position.
Overall
The position owns the customer experience for all Early Warning Products and works closely with all departments across the organization. Gathers the voice of customer and resolves customer complaints to ensure a positive customer experience.
Essential Functions
- Own the consumer experience for all Early Warning Products, including Zelle and FCRA
- Analyze real time complaints/payment claims and recommend solutions to the problem while
- Ensure regulatory adherence and work directly with counterparty banks for payment claims resolutions.
- Calling the consumer immediately to listen to their experience and recommend a solution to the problem
- Receive inbound calls from customers
- Conduct required research on each complaint received. Up to and including reviewing calls, case notes, and interacting with other lines of business to formulate a clear and concise response that caters to the complaint and offers a solution that is mindful of the business and is “on brand”
- Identify and suggest process improvements based on common themes found during reporting and work cross functionally within the organization to initiate process improvements
- Supports the company’s commitment to risk management and protecting the integrity and confidentiality of systems and data.
Minimum Qualifications
- High school diploma.
- Proven record of payments fraud analysis experience in a consumer facing team environment
- Excellent interpersonal and communication skills.
- Ability to solve complex situations and own the resolution for the consumer
- Ability to diagnose and solve problems with varying complexity maintaining a focus on consumer relations
- Available to work weekends, as needed
- Understand the importance of decision making and the impact to regulatory requirement
- Ability to multitask and prioritize effectively.
- Background and drug screen.
Preferred Qualifications
- Bachelor’s degree
- Prior experience with strategic planning, process improvement, and guiding teams to exceed team goals
- Have experience with real-time payments products and regulation E guidelines
- Have experience with deposit account and identify products and FCRA regulations
- Have experience with recognition of potential fraud
- Strong leadership. Organizational ability and communication skills
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 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.
And SO much more! We continue to enhance our program, so be sure to
check our Benefits page here
for the latest. Our team can 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.
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