Director, Customer Onboarding - Paze (Fi)

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.

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.

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.

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.

Ideal candidate will have experience working with FI's.

Overall Purpose

Defines the strategy, develops the team, executes and leads a best-in-class onboarding and customer servicing program for merchants or FI's and their providers as it relates to the use of our products and services.

Essential Functions

• Provides effective leadership in developing highly engaged, high-performance team of seasoned financial industry professionals that supports the merchant/FI base.
• Oversees the software tools required to facilitate the onboarding and servicing
• Support the company’s commitment to risk management and protecting the integrity and confidentiality of systems and data
• Provides feedback to Product Team and Leadership regarding Voice of Merchant/FI and key product challenges
• Continually identifies process improvements and operational efficiencies
• Ensures that the onboarding and activation is optimized.
• Establish and manage customer expectations. Ensures issues are addressed quickly and effectively
• Establishes metrics to measure quality and timeliness goals while continually resolving/ reducing customer friction points
• Develops strategy and process for onboarding merchants or FI's to EWS initiative both directly and via third parties
• Ensure compliance with applicable company and department policies and procedures, and provide effective work instructions, task lists and other tools
• Collaborates with other internal organizations

Minimum Qualifications

• Background and drug screen
• Demonstrated success in driving client satisfaction
• Strong written / verbal communication – able to clearly present to Clients / Functional Business Leads / Executives
• Possess a healthy customer obsession – continual improving our level of service and customer experiences
• Demonstrated ability to communicate across all levels of the organization is necessary; must be able to clearly articulate technical ideas to a non-technical audience both verbally and in writing.
• Ability to multi-task and adapt to rapid change, manage multiple projects and/or changing priorities to meet various deadlines simultaneously is required
• Demonstrated success or ability to retain highly engaged, high performing teams.
• Proven project management experience
• A minimum of 10 years of experience in Merchant, FI or B2B Servicing.
• 5 years in leadership experience
• Ability to identify complex problems, review information to develop and evaluate options then implement solutions is essential.
• Education and/ or experience typically obtained through completion of a Bachelor’s degree in Business Management, Operations or related fields.

Preferred Qualifications

• Experience developing Servicing strategies in a fast-paced environment
• Experience working for a Merchant Services Provider, Acquirer, PSP or Gateway
• Demonstrated Leadership and initiative regarding operational efficiency and customer satisfaction
• Understanding of the ecommerce and digital payments landscape.

The above job description is not intended to be an all-inclusive list of duties and standards of the position.

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.

Candidates responding to this posting must independently possess the eligibility to work in the United States at the date of hire.

The pay scale for this position in NY/CA in USD per year is:

a minimum of $150,000;

a maximum of $180,000

This pay scale is subject to change and is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee, which is always dependent on legitimate factors considered at the time of job offer.

Early Warning Services takes into consideration a variety of legitimate factors when determining a competitive salary offer, including, but not limited to, the job scope, market rates and geographic location of a position, candidate’s education, experience, training, and specialized skills or certification(s) in relation to the job requirements and compared with internal equity (peers). The business actively supports and reviews wage equity to ensure that pay decisions are not based on gender, race, national origin, or any other protected classes.

Some of the Ways We Prioritize Your Health and Happiness

• Maven Family Planning – provides support through your Parenting journey including egg freezing, fertility, adoption, surrogacy, pregnancy, postpartum, early pediatrics, and returning to work.
• 12 weeks of Paid Parental Leave
• 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.

And SO much more! We continue to enhance our program, so be sure to href="https://www.earlywarning.com/careers#EW-benefits" target="_blank" aria-label="check our Benefits page here opens new window" rel="noopener noreferrer">check our Benefits page here for the latest. Our team can share more during the interview process!

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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.