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 role owns the end-to-end consumer experience across all Early Warning Services consumer – facing products and serves as a critical liaison across internal teams, financial institution partners, and external stakeholders. The position is responsible for resolving complex consumer complaints and social media inquiries, completing token reviews, ensuring regulatory compliance, and supporting subpoena and regulatory inquiry processing for the Controls organization. The role blends consumer advocacy, risk management, regulatory adherence, and operational execution. 

Essential Functions 

Consumer Experience, Complaint Resolution and Social Media Inquiries 

• Own the consumer experience for all Early Warning Services consumer-facing products 

• Analyze real-time consumer complaints and social media inquiries, identify root causes, and recommend solutions that balance consumer outcomes, regulatory requirements, and risk mitigation. 

• Engage directly with consumers—often immediately—to listen, investigate, and provide clear, empathetic, and on-brand resolutions. 

• Conduct thorough research on each complaint and social media inquiry, including reviewing/receiving or placing calls, case notes, transaction data, and collaborating with cross-functional teams to develop accurate and compliant responses. 

• Ensure adherence to all applicable regulatory requirements and work directly with counterparty financial institutions to resolve consumer claims. 

• Conduct token reviews for our customer and escalated consumers to assess eligibility for restriction removal. 

• Identify recurring themes and trends within complaints and proactively recommend process and control improvements, partnering cross-functionally to drive change. 

Subpoena & Regulatory Inquiry Support 

• Receive, review, log, track, and report on company subpoenas and related legal or regulatory inquiries. 

• Coordinate with business units to collect, evaluate, and assemble responsive data and documentation. 

• Support end-to-end subpoena fulfillment processes, including intake, tracking, reporting, and response preparation. 

• Run reports and prepare documentation required for subpoena responses and regulatory requests. 

• Serve as the primary point of contact and liaison with law enforcement and other authorized requestors. 

• Perform quality reviews to ensure accuracy, completeness, and compliance of all materials produced. 

Risk, Compliance & Data Protection 

• Ensure compliance with corporate policies, procedures, and regulatory obligations, maintaining the highest standards of confidentiality, data security, integrity, and availability. 

• Support the company’s commitment to risk management and the protection of sensitive consumer and company information. 

Minimum Qualifications 

• Typically 2 years of related experience

• Proven experience in payments fraud analysis within a consumer-facing environment. 

• Strong ability to resolve complex issues while owning outcomes end-to-end for the consumer. 

• Excellent interpersonal, written, and verbal communication skills. 

• Demonstrated ability to diagnose and solve problems of varying complexity with a strong customer focus. 

• Ability to multitask, prioritize effectively, and work independently. 

• Understanding of regulatory requirements and the impact of decision-making on compliance. 

• Prior experience handling legal documents, subpoenas, or e-discovery, preferably in banking, fintech, or data-intensive environments. 

• Exceptional attention to detail and organizational skills. 

• Ability to maintain strict confidentiality of highly sensitive data. 

• Availability to work weekends as needed. 

• Successful completion of background and drug screening. 

Preferred Qualifications 

• Bachelor’s degree. 

• Experience with real-time payments products and Regulation E guidelines. 

• Knowledge of deposit account products, identity-related products, and FCRA regulations. 

• Experience identifying and assessing potential fraud. 

• Background in banking, payments, or financial services. 

• Experience with process improvement, strategic initiatives, or guiding teams toward performance goals. 

• Strong leadership, organizational, 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. 

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 – Flexible 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. 

Early Warning Services LLC is a proud participant in E-Verify, a federal program to help ensure a legal and authorized workforce. As part of our hiring process, we electronically verify the employment eligibility of all new hires through E-Verify. For more information on your rights and responsibilities under E-Verify please visit Home | E-Verify.