Merchant Support Associate - Sioux Falls, SD
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
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
Benefits
- Commission
- Growth Potential
- Team Environment
- Consistency: Monday–Friday schedule with predictable hours
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
