LendingClub

Sr Merchant Support Specialist

Lehi, UT · Senior

Sponsorship not specifiedDetected 8 days ago

Data VisualizationAccount ManagementOutbound SalesHRISLeadershipCommunicationCollaboration

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.

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
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
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

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
Strong communication skills with a polished, professional presence across phone, email, and virtual channels
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
Collaborative mindset with the ability to work cross-functionally with Sales, Fraud Operations, Account Management, Product, and Compliance teams

$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.

We will only share your interview, transcription, or summary with persons whose expertise or technology is necessary to process your application, evaluate your fitness for a position, and administer or support the tool.

We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process.
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
We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job

If you need assistance or an accommodation due to a disability, please contact us at interviewaccommodations@happen.com.
equal opportunity employer and dedicated to diversity, equity, and inclusion in the workplace.

You will have the opportunity to opt out of recording, transcription, and summarization prior to any scheduled interviews.
We will not discriminate against you if you choose to opt out.

This listing is sourced directly from LendingClub's careers page and normalized into a canonical job model.