Merchant Services Team Lead: Refunds, Engagement & Onboarding

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

Benefits offered by this job

Medical, dental and vision plans for员工

401(k) match

Health and wellness programs

Flexible time off

Up to 16 weeks paid parental leave

Job summary

Happen Bank is seeking a results-driven Team Leader for the Business Relationship Team in Lehi, UT. You will lead a cross-functional group handling inbound queues, refunds, and onboarding, driving performance and coaching through data insights.

You will coach Senior Specialists on high-impact work, partner with adjacent teams, and model accountability and urgency in a fast-paced environment. This hybrid role requires strong communication and problem-solving skills.

Qualifications

• 2+ years of leadership experience in an operations, service, or relationship-management environment.
• Proven ability to coach using performance data, call and case observations, and quality feedback.
• Ability to balance multiple priorities and lead a team across several business areas, including through change.

Responsibilities

• Lead and develop a cross-functional team of Business Relationship Specialists, Senior Specialists, and Onboarding Specialists across phone and non-phone workflows.
• Set clear performance expectations and hold the team accountable to service levels, refund and resolution SLAs, engagement targets, and quality standards.
• Coach to results using performance data — queue metrics, refund aging, engagement outcomes, and quality reviews — to identify trends, close gaps, and raise the bar.
• Develop your Senior Specialists as owners of high-impact work: refund and chargeback resolution, proactive merchant engagement strategies, partner and API escalations, and onboarding and oversight support.
• Drive proactive merchant outreach and engagement programs, coaching the team to approach every contact with initiative, ownership, and a focus on outcomes.
• Jump in directly when volume, escalations, or complex situations demand it — leading by example rather than from the sidelines.
• Partner with Onboarding, Merchant Risk, WFM, and department leaders to align coverage, cross-skilling, and priorities as business needs evolve.
• Build and reinforce a team culture rooted in accountability, urgency, flexibility, and continuous improvement.

Skills

Leadership

Performance data

Coaching

Communication

Cross-functional

Problem solving

Time management

Job description

Happen Bank is seeking a results-driven Team Leader for the Business Relationship Team in Lehi, UT. You will lead a cross-functional group handling inbound queues, refunds, and onboarding, driving performance and coaching through data insights.

You will coach Senior Specialists on high-impact work, partner with adjacent teams, and model accountability and urgency in a fast-paced environment. This hybrid role requires strong communication and problem-solving skills.