Sr Merchant Support Specialist

Current Employees of Happen Bank: Please apply via your internal Workday Account Happen Bank (formerly LendingClub) is built around a simple purpose: to clear the way to help people turn intention into action, and action into financial 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. 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. What You'll Do 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 About You 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 Work Location Lehi, Utah The above locations are eligible offices for this role. The locations have been determined to foster in-person collaboration with this role’s team or the related business lines. We utilize a hybrid work model, and our teams are in-office Tuesdays, Wednesdays, and Thursdays. In-person attendance is essential for this role’s success, and remote placement will not be considered. Happen Bank offers relocation, based on actual job level. Time Zone Requirements Primarily MT