Consumer Advocacy Response Team

LendingClub; Lehi (UT); Hybrid; USD 46,000 - 52,000; Full time

Benefits offered by this job

Medical plan

Dental plan

Vision plan

401(k) match

Parental leave

Flexible time off

Job summary

Happen Bank in Lehi, UT is seeking a Customer Advocacy Specialist to join the Consumer Advocacy Response (CAR) team. You will own escalated cases from first contact through resolution, perform outbound outreach, and coordinate across Operations, Product, Engineering, and Compliance to deliver personalized, empathetic service.

We value clear documentation, proactive problem solving, and the ability to manage multiple complex cases with attention to compliance.

Qualifications

• 1–3 years of experience in complaint resolution or customer advocacy.
• Ability to communicate with empathy and professionalism.
• Capable of managing complex cases with follow-ups and ownership.
• Maintain accurate case notes for compliance review.

Responsibilities

• Manage executive complaints and escalated concerns with timely resolutions.
• Conduct outbound outreach to understand concerns and explain next steps.
• Own cases from initial contact through resolution and follow-ups.
• Collaborate with Operations, Product, Engineering, and Compliance to resolve issues.
• Maintain detailed documentation to meet compliance standards.
• Identify recurring concerns and suggest process improvements.

Skills

Complaint resolution

Escalations

Member advocacy

Verbal communication

Written communication

Detail oriented

Education

High school diploma or GED

Job description

Current Employees of Happen Bank: Please apply via your internal Workday AccountHappen 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 RoleAs a member of the Consumer Advocacy Response (CAR) Team, you’ll help members navigate complex concerns that require personalized attention, proactive outreach, and coordination across multiple teams. Your work may include resolving executive complaints, assisting members experiencing ongoing technology-related issues, and intervening when additional support is needed.You’ll serve as a trusted advocate for members, owning each case from initial outreach through final resolution. By listening with empathy, communicating clearly, and identifying the right path forward, you’ll help reduce friction, restore trust, and improve the overall member experience.What You'll DoManage executive complaints and other escalated concerns, ensuring each case receives a timely, thorough, and thoughtful resolutionConduct outbound phone outreach to understand member concerns, explain next steps, and deliver personalized supportOwn complex cases from initial contact through resolution, including coordinating follow-ups and providing ongoing status updatesPartner with Operations, Product, Engineering, Compliance, and other teams to investigate issues, identify root causes, and develop effective solutionsMaintain accurate and detailed case documentation to support consistent service and compliance requirementsIdentify recurring member concerns and recommend improvements to internal processes, tools, and the overall member experienceAbout YouYou have 1–3 years of experience in complaint resolution, escalations, member or customer advocacy, or a related customer-service roleYou have a high school diploma or GED equivalentYou are a confident verbal and written communicator who can navigate difficult conversations with empathy, professionalism, and clarityYou can independently manage complex cases, coordinate repeated follow-ups, and maintain ownership until a resolution is reachedYou build effective relationships across teams and can keep multiple partners aligned and moving toward a shared resolutionYou are highly detail-oriented and can produce clear, accurate case documentation that meets operational and compliance standardsAble to build working relationships across teams (Operations, Product, Engineering, Compliance) and drive them toward a resolution on your timelineDetail-oriented documentation habits, since case notes need to hold up for compliance reviewWork LocationLehi, UtahThe 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.Time Zone RequirementsPrimarily MTYour role requires utilizing several programs at once, including an automatic dialer through your computer's 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, 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.Travel RequirementsMonthly/quarterly/as needed travel to Happen Bank offices and/or other locations, as needed.Compensation$22.50/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’re 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.#LI-Hybrid#LI-SS1Happen 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 [e-mail] on AI Tool UseFor select roles and locations, candidate interviews may be recorded, transcribed and summarized by tools such as artificial intelligence (AI) to assist our hiring managers with the application process.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.During the interview, we will collect the following categories of personal information from or about you: contact information, identifiers, professional and employment-related information, sensory information (audio/video recording), and any other categories of personal information you choose to share with us. We will use this information to evaluate your application for employment.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 will not sell your personal information or disclose it to any third party for their marketing purposes. For more information about how we will handle your personal information, please refer to our Privacy Disclosure.We will delete any recording of your interview promptly but in no event later than 30 days after making a hiring decision.