Associate, Customer Support

Merrick Bank; Orlando (FL); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Bonus Target

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Match

Paid Vacation

Job summary

Merrick Bank in Orlando, FL seeks a Customer Support Associate I to be a primary contact for accountholders in a call center. You respond to inbound inquiries, provide account- and servicing-related support, and escalate complex matters per policy.

This role emphasizes accurate, timely service and contributes to customer satisfaction and retention. Full-time schedules include day, evening, overnight and weekend shifts, with flexibility by position and location.

Qualifications

• Requires a high school diploma or its equivalent.
• Prior customer service experience.
• Experience with First Data Resources (FDR), Evolve or related platforms preferred.
• One (1)+ years of related inbound or outbound call center or collections experience desirable.
• Experience working with computers is required.

Responsibilities

• Responds to inbound telephone inquiries and provides accurate, professional support to accountholders regarding account information, transactions, payments, and general servicing needs.
• Assists accountholders with questions, concerns, and routine account issues while delivering a positive customer experience and supporting customer retention.
• Researches and resolves customer issues in accordance with established policies, procedures, regulatory requirements, and business guidelines.
• Accurately updates, verifies, and notates customer information and call activity within designated systems to ensure complete and reliable account records.
• Initiates and supports account transactions, service requests, billing dispute steps, and investigations as appropriate based on customer needs and department procedures.
• Educates accountholders on applicable processes, including billing dispute procedures, required documentation, timelines, and available next steps.
• Identifies calls or account matters requiring additional review and escalates appropriately to leadership, internal partners, or specialized support teams.
• Meets established expectations for quality, productivity, attendance, compliance, and customer service standards.
• Performs other duties as assigned.

Skills

Customer service

Call center

Communication

Problem solving

Education

High school diploma

Tools

FDR platform

Job description

Become an everyday champion — and build a career where your impact fuels financial progress.

What We Do

CardWorks Financial Group is a diversified financial services platform building ethical solutions across credit, lending, and the full customer lifecycle. Through our family of companies, CardWorks Financial Group tackles the complex challenges that larger financial institutions leave behind. We’re embedded throughout the credit card ecosystem as a lender, servicer, and merchant acquirer.

Who We Are

• Merrick Bank: The bank that builds
• CardWorks Servicing: One partner, total performance
• Carson Smithfield: Resolution with respect

With nearly 40 years of operating history, our track record is solid: disciplined in downturns and built to accelerate in recovery. The CardWorks Financial Group companies take precise approach in complex markets, as a top three non-prime focused general purpose card issuer and a top fifteen U.S. merchant acquirer.

Our team tackles the industry’s most complex credit and payment challenges. And we believe that excellent work starts with a team that feels supported, respected, and empowered to grow.

CardWorks Servicing, LLC provides end-to end operational servicing functions for credit cards, secured cards, and installment loans. We service consumer and small business loans across the credit spectrum and offers backup servicing and due diligence services to capital providers and trustees.

Founded in 1997, Merrick Bank is an FDIC®-insured financial institution headquartered in South Jordan, Utah, with over $10 billion in assets. A wholly owned subsidiary of CardWorks Financial Group, Merrick Bank serves roughly five million cardmembers and more than 100,000 merchant customers, offering credit cards, recreational loans, deposit accounts, merchant services and bank sponsorships to consumers and businesses.

Carson Smithfield, LLC provides a variety of post-charge-off debt recovery services, including digital self-service, IVR, live agent, and external agency management.

PositionSummaryand Role Impact:

The Customer SupportAssociateIservesas a primary point of contact for accountholdersin a call center environment. This role responds to inboundinquiries, provides account-related support, helps resolvequestions orconcerns, and delivers a professional and consistentcustomerexperience. The associate follows established policies, procedures, and compliance requirements while accurately documenting interactions, supporting account servicing needs, and escalating more complex matters whenappropriate. Throughtimely,accurate, and service-focused support, this role contributes to customersatisfaction, retention, and the overall effectiveness of the Customer Support team.

Essential Functions:

• Responds to inbound telephone inquiries and provides accurate, professional support to accountholders regarding account information, transactions, payments, and general servicing needs.

• Assists accountholders with questions, concerns, and routine account issues while delivering a positive customer experience and supporting customer retention.

• Researches and resolves customer issues in accordance with established policies, procedures, regulatory requirements, and business guidelines.

• Accurately updates, verifies, and notates customer information and call activity within designated systems to ensure complete and reliable account records.

• Initiates and supports account transactions, service requests, billing dispute steps, and investigations as appropriate based on customer needs and department procedures.

• Educates accountholders on applicable processes, including billing dispute procedures, required documentation, timelines, and available next steps.

• Identifies calls or account matters requiring additional review and escalates appropriately to leadership, internal partners, or specialized support teams.

• Meets established expectations for quality, productivity, attendance, compliance, and customer service standards.

• Performs other duties as assigned.

Requirements for Success:

Education & Experience:

• Requires a high school diploma or its equivalent

• Prior customer service experience

• Experience with First Data Resources (FDR), Evolve or related platforms preferred

• One (1)+ years of related inbound or outbound callcenter or collections experienced desirable

• Experience working with computers is required

Knowledge,Skillsand Capabilities:

• Meets established unit standards for quantity, quality and monitoring

• Responsible for monitoring monthly statistics and meeting personal and unit goals

• Speaks clearly and is able to convey a clear message

• Able to change applications and support business objectives.

• Works to achieve department and individual goals; supports management and unit and team to accomplish company objectives

Schedule Flexibility:

Full-time positions are available across a variety of schedules, including day, evening, overnight, and weekend shifts. Specific schedules vary by position and location and will be discussed throughout the interview process. Schedule assignments are determined based on business needs and candidate availability at the time of hire. Candidates must be available to work the schedule associated with the position they are selected for.

Bilingual Opportunities Available:

Select openings require English/Spanish bilingual proficiency. Candidates applying for bilingual positions must be able to effectively communicate in both English and Spanish and may be assessed during the hiring process.

#INDEG

Our Employee Value Proposition

• Competitive Pay, including a Bonus Target or Variable Pay Incentive Program
• Benefits Package -Medical, Dental, and Vision (plus much more)
• 401(k) Plan with Company Match
• Short- & Long-Term Disability
• Wellness Programs
• Group Life and AD&D Insurance
• Paid Vacation, Sick Days and bank Holidays
• Employee Engagement Activities including Employee Appreciation Day, DEI Employee Resource Groups, Corporate Social Responsibility, Service Recognition

We offer a total rewards package comprised of a competitive base rate of pay, variable pay incentive programs based on the role, and a comprehensive benefit suite. Offered rates of pay are determined based on job-related knowledge, relevant experience, skills, certifications, and geographic location.

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to age, race, color, sex, or gender identity/expression (including pregnancy, childbirth, transgender status, or sexual orientation), religion or creed, ancestry, citizenship, national origin, disability, military or veteran status, marital status, genetic information, or any other characteristic protected by applicable law.

We do not tolerate discrimination, harassment, or retaliation. Employment decisions are based solely on qualifications, merit, and business needs. Everyone is welcome here, and we hire based on your ability to do the job, not any protected characteristics.

If you need help or reasonable accommodation during the application or hiring process, please let your TA Partner know.