Sr. Customer & Regulatory Relations Manager

Senior Customer & Regulatory Relations Compliance Manager

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

The Senior Customer & Regulatory Relations Compliance Manager is responsible for managing the day-to-day operations of the Customer Relations process and serves as the primary point of contact for requests from auditors, examiners, and external parties, coordinating with key stakeholders across the organization. The role oversees, develops, and implements the customer relations program to ensure alignment with company policies and customer contracts.

Essential Functions

• Acts as a team leader providing direction and support to the Customer Relations team, ensuring they have the necessary resources, guidance, and training to succeed.
• Effectively manages complex customer account escalations by thoroughly understanding company requirements and expectations, minimizing conflicts, and fostering positive, productive partnerships.
• Expands programs to support new products ensuring alignment with customer audit rights within their contracts; developing and implementing procedures to support program changes.
• Coordinates and responds to new and existing customer requests for onsite audits and/or exams, gathers, standardizes, and documents required materials across business lines with leadership approval.
• Manages logistical support for audits, including scheduling, sending out calendar invites, meeting room coordination, and resource availability.
• Manages and leads exams and customer audits and responses, including but not limited to questionnaires, inquiries, and findings.
• Tracks deliverables to ensure timely and accurate completion; reviews submitted materials for relevance and compliance and provides recommendations for improvement when necessary.
• Monitors exam and audit findings, follows up with stakeholders to ensure timely remediation and responds and serves as backup facilitator for regulatory exams and assessments.
• Reviews and analyzes historical exams and audit data to support preparation and oversight; ensuring current Annual Risk Report documentation is shared appropriately.
• Continuously identifies and implements efficiencies across the Compliance Regulatory Relations Program, including supporting the implementation of an exam management application workflow.
• Assists in comparing controls, policies, procedures, work instructions, and other documentation to audit requirements, regulations, and exam manuals; collaborates with appropriate teams to address self-identified issues and gaps.
• Provides support by reviewing updates to policies, procedures, and systems based on audit findings and regulatory requests; contributes to projects involving regulators, auditors, and the compliance department.
• Supports the company's commitment to risk management and protecting the integrity and confidentiality of systems and data.

Minimum Qualifications

• Education and/or experience typically obtained through completion of a bachelor's degree or equivalent work experience.
• Typically 12 or more years of progressive related experience including…