Merchant Services Team Lead

LendingClub; Lehi (UT); Hybrid; USD 55,000 - 70,000; Full time

Benefits offered by this job

Medical insurance

Dental and vision plans

401(k) match

Flexible time off

Parental leave (up to 16 weeks)

Job summary

Happen Bank is seeking a results‑oriented leader to head the Business Relationship Team in Lehi, Utah. You will manage a cross‑functional group handling inbound queues, refunds, and onboarding, driving performance and coaching for the Senior Specialists.

You will hire, coach, and develop team members, balance multiple priorities, and partner with Onboarding, Merchant Risk, and WFM to evolve coverage and skills. In-person collaboration is essential.

Qualifications

• 2+ years of leadership experience in operations, service, or relationship-management environments.
• Proven ability to coach using performance data and feedback.
• Strong communication and cross-functional collaboration skills.

Responsibilities

• Lead and develop a cross-functional team of specialists across phone and non-phone workflows.
• Set clear performance expectations and quality standards.
• Coach to results using queue metrics, engagement outcomes, and quality reviews.
• Develop Senior Specialists as owners of high-impact work like refunds and escalations.
• Drive proactive merchant outreach and engagement programs with initiative and ownership.
• Step in during high-volume or complex situations to lead by example.
• Collaborate with onboarding, risk, and other leaders to align coverage and priorities.
• Foster a culture of accountability, urgency, flexibility, and continuous improvement.

Skills

Leadership

Coaching

Performance data

Cross-functional

Communication

Job description

Happen Bank is seeking a results‑oriented leader to head the Business Relationship Team in Lehi, Utah. You will manage a cross‑functional group handling inbound queues, refunds, and onboarding, driving performance and coaching for the Senior Specialists.

You will hire, coach, and develop team members, balance multiple priorities, and partner with Onboarding, Merchant Risk, and WFM to evolve coverage and skills. In-person collaboration is essential.