Merchant Support Associate - Sandy, UT

Expansion Capital Group•Sandy, UT

3h•$24 - $29•Onsite

About The Position

Expansion Capital Group (ECG) provides financing solutions that help small businesses access the capital they need to grow. Our team specializes in efficient, non-traditional lending, balancing speed with strong credit discipline and a commitment to doing things the right way. We are looking for a Merchant Support Coordinator to support our Merchant Support team. This role is ideal for someone who enjoys problem-solving, building relationships, and helping customers navigate challenging situations. You’ll play a key role behind the scenes by helping merchants resolve account issues, identifying practical solutions, and supporting positive outcomes for both the merchant and ECG. If you're a strong communicator, naturally curious, and motivated to make an impact through relationship management and account resolution, this is a strong opportunity. In this role, you'll investigate account concerns, communicate directly with merchants, and work collaboratively across teams to drive resolution and recovery efforts.

Requirements

Collections, account management, customer service, or financial services experience
Managing customer conversations and resolving complex issues
Negotiation, conflict resolution, or account recovery activities
Working with CRM systems or account management software
Managing multiple priorities in a fast-paced environment
One to three years of experience in collections, customer service, account management, call center operations, financial services, or a related field
Experience managing customer interactions and resolving account-related concerns
Ability to work effectively both independently and collaboratively within a team environment
A confident and professional communicator
Comfortable having difficult conversations while maintaining positive relationships
Analytical and naturally curious when solving problems
Organized with strong attention to detail and follow-through
Adaptable, accountable, and team-oriented

Nice To Haves

Experience working with delinquent accounts, payment negotiations, or account resolution activities
Experience utilizing CRM, collections, servicing, or account management systems
Experience in banking, lending, financial services, or other regulated industries
Experience reviewing agreements, account activity, or financial information to support decision-making

Responsibilities

Manage delinquent merchant accounts through investigation, communication, negotiation, and resolution activities
Review merchant agreements and account activity to identify issues and determine appropriate resolution strategies
Analyze repayment performance and account information to assess risk and account status
Contact merchants through phone, email, text, and other approved communication channels
Negotiate payment arrangements and account resolution options within established guidelines
Maintain accurate and timely documentation of merchant interactions and account activity
Monitor assigned accounts and conduct follow-up activities to support account resolution and recovery efforts
Resolve merchant concerns through effective communication and problem-solving
Partner with internal teams to gather information and resolve account issues
Support a positive team environment through collaboration and knowledge sharing