Sr. Customer & Regulatory Relations Compliance Manager - Digital Assets

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. This role also supports customer and regulatory engagement related to emerging payment technologies, including digital asset-enabled capabilities, ensuring alignment with evolving audit, compliance, and transparency expectations.

Essential Functions

• Support customer and regulatory inquiries related to digital asset-enabled products and emerging payment capabilities, ensuring materials are accurate, consistent, and aligned with compliance and contractual requirements.

• Coordinate cross-functional responses for audits and exams involving new technologies, distributed systems, or external integrations, including gathering documentation from Product, Engineering, Risk, and Compliance teams.

• Maintain awareness of evolving regulatory expectations and audit focus areas related to digital assets and emerging payment models, incorporating updates into customer relations processes and documentation standards.

• 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; reviewing submitted materials for relevance and compliance and providing 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.

• 8 or more years of related experience including experience actively participating in external audits (OCC, CFPB, PCI, SOC2, etc.) and engagement with the external auditors.

• Exposure to payments, fintech, or technology-enabled financial services environments, including emerging or evolving product capabilities.

• Ability to establish and maintain productive relationships between various leaders, departments and partners across the organization and externally.

• Strong organizational skills, including ability to prioritize multiple simultaneous projects.

• Resourceful and able to leverage internal relationships to obtain quick engagement.

• Background and drug screen.

Preferred Qualifications

• Knowledge of key laws, regulations and guidance in the financial services industry typically gained through five or more years in a compliance or risk management role.

• Familiarity with digital asset, blockchain-based systems, or emerging payment technologies from a compliance, audit, or regulatory perspective.

• Experience supporting audit or regulatory engagement for new products or technology platforms in regulated environments.

• Compliance certification (CCEP, CRCM) or related degree.

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.

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 base pay scale for this position in:

Phoenix, AZ/ Chicago, IL / Washington, DC in USD per year is: $129,000 - $161,000.

New York, NY/ San Francisco, CA in USD per year is: $154,000 - $193,000.

Additionally, candidates are eligible for a discretionary incentive plan and benefits.

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 candidate, which is always dependent on legitimate factors considered at the time of job offer. Early Warning Services takes into consideration a variety of 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

• 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.