What are the responsibilities and job description for the Client Servicing Manager (Certification Manager) position at Early Warning?

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 Client Servicing Manager is the primary point of contact for Early Warning strategic partners and provides high level support to remove impediments. This role represents the customer, their requirements and facilitates discussions with internal departments for delivery of timely solutions. This role will use their in-depth knowledge of business processes, deep knowledge of the product and technical understanding to drive and increase adoption and utilization of company products. The Client Servicing Manager should recommend product features beyond central functionality to help the customer achieve specific business results and maximum value from the product(s) to achieve the customer's desired result.

Essential Functions

Manages team responses to ensure consistent, thorough communication until an issue is solved, or complaint is adequately resolved.
Resolves incidents and complaints; updates case management system with actions taken. Manages and responds to customer escalations.
Manage complex customer issues, drive decisions to facilitate projects, and clear roadblocks. Escalate and manage issues and negotiate compromises with other organization leaders and customers as needed.
Ensures the department is in compliance with internal policies and procedures.
Formulates recommendations for process efficiencies throughout the department.
Supports the company’s commitment to risk management and protecting the integrity and confidentiality of systems and data.
May also have expertise in specific areas such as certification, contracting and billing.

Additional Essential Functions specific to : Client Servicing Manager - Certification

Experience in managing certification programs, including design, implementation, and evaluation. Develops, implements, and maintains comprehensive policies and procedures for the certification program for new and existing clients.

Designs and maintains dashboards and reports to track waiver and exception trends, volumes, and resolution times.

Acts as the primary point of contact for waiver and exception requests; coordinate timely review and approval of all stakeholder requests.

Minimum Qualifications

Education and experience typically obtained through completion of a Bachelor’s Degree in Business Administration, Operations Management, or related field.

Five or more years of customer support and escalation experience.

Demonstrated ability to leverage problem solving skills and appropriate technical tools to perform day-to-day support administration tasks, root-cause analysis, and service management (such as log interpretation and performance monitoring).

Utilize critical thinking skills, customer understanding and product knowledge to suggest product modifications or best practices of using EWS tools.

Excellent written / oral communication skills, including maintaining FAQs, strong presentation, and facilitation skills.

Background and drug screen.

Additional Minimum Qualifications specific to : Client Servicing Manager - Certification

Ability to develop and execute test scripts and scenarios to validate system changes and ensure compliance with certification standards. Validates that system changes meet requirements before implementation into production environments.

Analytical mindset for evaluating certification readiness and identifying gaps in compliance.

Working knowledge of APIs, system integrations, encryption, and secure payment technologies.

Preferred Qualifications

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Client Servicing Manager (Certification Manager)

What are the responsibilities and job description for the Client Servicing Manager (Certification Manager) position at Early Warning?

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