Sr Merchant Support Specialist

Happen Bank(formerly LendingClub)is built around a simple purpose: to clear the way to help people turn intention into action and action intofinancial progress. That means offering focused products a frictionless mobile-first experience and clear terms with no gotchas. Respect and fairness is part of our DNA and that ideal shapes how we work how we treat each other and how we invest in our employees and our community. Join us in using data bold thinking and a commitment to innovation to help clear the way for millions of Americans to achieve more.

At Happen Bank were committed to improving financial healthnot 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 networkspanning 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 servicingbringing both analytical rigor and genuine partnership to every interaction.

• Own end-to-end business onboarding reviews for new merchantsverifying 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 requirementsescalating 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 Banks 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 reviewsanalyzing 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 channelsresolving 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

• 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 processesfrom compliance review and risk assessment to proactive outreach and account servicingwithout 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 recommendationseven in ambiguous situations

• High degree of ownership and follow-through; you anticipate whats needed act before being asked and bring issues to resolution with clear documentation

• Comfortable navigating risk and compliance conceptsincluding KYC/KYB business identity verification fraud indicators and escalation protocolsor 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 policyunderstanding 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

• Bachelors degree preferred ideally in Business Finance Communications or a related field

Work Location
Lehi Utah

The above locations are eligible offices for this locations have been determined to foster in-person collaboration with this roles team or the related business lines. We utilize a hybrid work model and our teams are in-office Tuesdays Wednesdays and -person attendance is essential for this roles success and remote placement will not be Bank offers relocation based on actual job level.

Time Zone Requirements
Primarily MT

Your role requires utilizing several programs at once including an automatic dialer through your computers internet connection. Happen Bank provides high-speed internet connections in its offices to properly support this work. 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 highspeed internet connection with a minimum required speed is100 Mbps download / 10 Mbps upload. However we strongly recommend a connection of at least300 Mbps download / 15 Mbps uploadto ensure the best experience.

Travel Requirements
Monthly/quarterly/as needed travel to Happen Bank offices and/or other locations as needed.

Compensation
$25.00/hr The salary of the role will be determined by job-related knowledge experience education skills and location. Salary is just one part of Happen Bank Total Rewards package.

Were creating new financial services solutions for our members based on fairness simplicity and heart and we treat our employees the same way. We offer a competitive benefits package that includes medical dental and vision plans for employees and their families 401(k) match health and wellness programs flexible time off policies for salaried employees up to 16 weeks paid parental leave and more.

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Happen Bank is an equal opportunity employer and dedicated to diversity equity and inclusion in the workplace. We do not discriminate on the basis of race religion color national origin sex (including pregnancy childbirth reproductive health decisions or related medical conditions) gender gender identity gender expression sexual orientation age marital status veteran status disability status political views or activity or other applicable legally protected characteristics. We believe that a variety of perspectives will make our teams and business stronger as we work together to transform the traditional banking system.

We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you need assistance or an accommodation due to a disability please contact us at

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