Merchant Services Team Lead for Refunds and Engagement

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

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401(k) match

Paid parental leave

Hybrid work model

Job summary

Happen Bank, Lehi, Utah, is seeking a results-driven Team Leader for the Business Relationship Team. You will guide specialists across phone and non-phone work, drive performance with clear expectations, and coach using data to close gaps.

The Senior Specialists will own high-impact work including refunds and proactive merchant engagement. You’ll lead with accountability, urgency, and continuous improvement, while partnering with Onboarding and risk teams to align priorities in a hybrid

Qualifications

• 2+ years of leadership experience in an operations, service, or relationship-management environment.
• Performance-driven mindset with strong ownership of team results.
• Ability to coach using performance data and quality feedback with attention to trends.

Responsibilities

• Lead and develop a cross-functional team across phone and non-phone workflows.
• Set performance expectations and uphold service levels and SLAs.
• Coach using data to identify trends and raise the bar.
• Develop Senior Specialists to own high-impact work like refunds and escalations.
• Drive merchant outreach programs and proactive engagement strategies.
• Collaborate with Onboarding, Merchant Risk, and leaders to align coverage.

Skills

Leadership

Coaching

Performance data

Cross-functional

Mentoring

Communication

Job description

Happen Bank, Lehi, Utah, is seeking a results-driven Team Leader for the Business Relationship Team. You will guide specialists across phone and non-phone work, drive performance with clear expectations, and coach using data to close gaps.

The Senior Specialists will own high-impact work including refunds and proactive merchant engagement. You’ll lead with accountability, urgency, and continuous improvement, while partnering with Onboarding and risk teams to align priorities in a hybrid