Merchant Support Specialist

LendingClub•Lehi, UT

1d•Hybrid

About The Position

About the Role At Happen Bank, we’re committed to improving financial health—not only for our members, but also for the merchants and business partners who deliver flexible financing solutions to their customers. Through our service philosophy, Lending Care, we lead with empathy, expertise, and proactive partnership to drive meaningful outcomes. As a Sr Merchant Success Specialist, you will serve as a dedicated point of contact and trusted advisor for our merchant network—spanning medical and dental providers, home improvement contractors, retail merchants, service professionals, and small business owners. This is not a call center role. You will own the full lifecycle of the merchant relationship: from onboarding and compliance review, to proactive outreach, training, and ongoing account oversight. In this elevated, multi-functional role, you will be expected to independently manage complex tasks across business onboarding, fraud and compliance review, merchant engagement, performance monitoring, and relationship servicing—bringing both analytical rigor and genuine partnership to every interaction.

Requirements

1-3 years of experience in B2B account management, merchant support, partner success, financial services operations, or a related client-facing role requiring both relationship skills and analytical depth
Demonstrated ability to independently manage complex, multi-step processes—from compliance review and risk assessment to proactive outreach and account servicing—without sacrificing quality or attention to detail
Strong communication skills with a polished, professional presence across phone, email, and virtual channels; comfortable delivering consultative conversations that feel like trusted partner check-ins, not scripted calls
Analytically minded with the ability to review data, identify patterns, document findings clearly, and make reasoned recommendations—even in ambiguous situations
High degree of ownership and follow-through; you anticipate what’s needed, act before being asked, and bring issues to resolution with clear documentation
Comfortable navigating risk and compliance concepts—including KYC/KYB, business identity verification, fraud indicators, and escalation protocols—or a strong willingness to learn and master them quickly
Experience working across multiple systems, platforms, and tools simultaneously; tech-savvy and quick to adopt new workflows
Ability to balance relationship-building with adherence to policy—understanding that protecting the business and protecting the merchant are not mutually exclusive
Collaborative mindset with the ability to work cross-functionally with Sales, Fraud Operations, Account Management, Product, and Compliance teams
Bachelor’s degree preferred, ideally in Business, Finance, Communications, or a related field
Primarily MT
Your role requires utilizing several programs at once, including an automatic dialer through your computer's internet connection.
To perform your work at a location separate from a Happen Bank office (e.g. hybrid schedule, where some of the workweek is performed at a home office), you must maintain a dedicated, high‑speed internet connection, with a minimum required speed is 100 Mbps download / 10 Mbps upload. However, we strongly recommend a connection of at least 300 Mbps download / 15 Mbps upload to ensure the best experience.

Responsibilities

Own end-to-end business onboarding reviews for new merchants—verifying identity, business credentials, and documentation through KYC/KYB/CDD procedures using third-party tools and internal systems
Review and validate Beneficial Owner and Controller documentation, business agreements, banking information, and licensing requirements—escalating exceptions to leadership with clear findings and recommendations
Create, update, and manage merchant records accurately in Springbok and Falcon, ensuring all registrations, account changes, and dispositions are properly documented and tracked
Execute a structured new merchant engagement program, conducting proactive outbound calls at defined intervals to welcome, activate, troubleshoot, and build lasting merchant confidence
Deliver tailored merchant training on Happen Bank’s financing tools and processes, ensuring merchant teams understand how and when to present financing options to their customers
Monitor behavioral alerts and Tableau report flags on a daily and weekly basis, conducting timely business reviews to identify risk patterns and concerning activity
Conduct comprehensive business oversight reviews—analyzing transaction behavior, escalating High Risk designations, managing ATO and First Party Fraud investigations, and submitting Unusual Activity Referrals when warranted
Serve as the primary point of contact for ongoing merchant servicing across phone, email, and virtual channels—resolving inquiries, processing account updates, and managing escalations with ownership and follow-through
Build strong, consultative relationships with merchants by understanding their business needs, identifying growth signals, and surfacing relevant insights to Sales and Account Management teams
Maintain accurate records across all trackers, systems, and case notes; contribute to continuous improvement efforts and model Happen Bank service principles: Build a Relationship, Make It Easy, and Think Ahead