Consumer Advocacy Response Team

Tally; Lehi (UT); Hybrid; USD 42,000 - 52,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

401(k) match

Flexible time off

Parental leave

Job summary

Happen Bank in Lehi, Utah is seeking a Consumer Advocacy specialist to help members navigate complex concerns with empathy and dedication. You will own each case from initial outreach to final resolution, coordinating with multiple teams to restore trust and improve the member experience.

The role emphasizes outbound outreach, executive complaint management, meticulous documentation, and ongoing process improvements.

Qualifications

• 1–3 years in complaint resolution, escalations, or customer advocacy.
• High school diploma or GED.
• Confident verbal and written communicator with empathy, professionalism.
• Ability to manage complex cases independently and coordinate follow-ups.
• Ability to build cross-team relationships and align partners toward resolution.
• Detail-oriented with clear, compliant case documentation.

Responsibilities

• Manage executive complaints and escalated concerns with timely resolutions.
• Conduct outbound phone outreach to understand concerns and provide support.
• Own complex cases from initial contact through resolution with updates.
• Partner with Operations, Product, Engineering, Compliance to investigate issues.
• Maintain accurate case documentation for service and compliance.
• Identify recurring concerns and recommend process improvements.

Skills

Complaint resolution

Escalations

Customer advocacy

Verbal communication

Written communication

Relationship building

Detail oriented

Education

High school diploma or GED

Job description

Current Employees of Happen Bank:

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

As 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 Do

• Manage executive complaints and other escalated concerns, ensuring each case receives a timely, thorough, and thoughtful resolution
• Conduct outbound phone outreach to understand member concerns, explain next steps, and deliver personalized support
• Own complex cases from initial contact through resolution, including coordinating follow-ups and providing ongoing status updates
• Partner with Operations, Product, Engineering, Compliance, and other teams to investigate issues, identify root causes, and develop effective solutions
• Maintain accurate and detailed case documentation to support consistent service and compliance requirements
• Identify recurring member concerns and recommend improvements to internal processes, tools, and the overall member experience

About You

• You have 1-3 years of experience in complaint resolution, escalations, member or customer advocacy, or a related customer-service role
• You have a high school diploma or GED equivalent
• You are a confident verbal and written communicator who can navigate difficult conversations with empathy, professionalism, and clarity
• You can independently manage complex cases, coordinate repeated follow-ups, and maintain ownership until a resolution is reached
• You build effective relationships across teams and can keep multiple partners aligned and moving toward a shared resolution
• You are highly detail-oriented and can produce clear, accurate case documentation that meets operational and compliance standards
• Able to build working relationships across teams (Operations, Product, Engineering, Compliance) and drive them toward a resolution on your timeline
• Detail-oriented documentation habits, since case notes need to hold up for compliance review

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.

Time Zone Requirements
Primarily MT

Your 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 Requirements
Monthly/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-SS1

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 [e-mail].

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