Customer Support Associate

Merrick Bank; Oak Harbor (WA); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Competitive pay

Medical, Dental, Vision

401(k) Plan with Company Match

Disability Insurance

Wellness Programs

Paid Vacation & Holidays

Employee Engagement Activities

Job summary

Merrick Bank, a CardWorks Financial Group company, seeks a Customer Support Associate I to handle inbound inquiries and provide professional account servicing in a fast-paced call center environment.

You will resolve questions, document interactions, and escalate complex issues while adhering to policies and compliance requirements, contributing to customer satisfaction and retention.

Qualifications

• Respond to inbound inquiries with accurate, professional account support.
• Assist accountholders with questions and routine account issues while delivering a positive experience.
• Research and resolve customer issues per policies and regulatory requirements.
• Update and notarize customer information in designated systems.
• Escalate complex matters to leadership when needed.
• Meet quality, productivity, attendance, and service standards.

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 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.

Skills

Customer service

Call center

Account support

Documentation

Compliance

Communication

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 providesaccurate, professional support to accountholdersregardingaccount information, transactions, payments, and general servicing needs.
• Assistsaccountholders with questions, concerns, and routine account issues while delivering a positive customer experience and supporting customer retention.
• Researchesandresolvescustomer issuesin accordance withestablished 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 asappropriate basedon customer needs and department procedures.
• Educates accountholders on applicable processes, including billing dispute procedures,requireddocumentation, timelines, and available next steps.
• Identifiescalls or account matters requiringadditionalreview 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.

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.