Representative I, Recreation Lending Customer Support

Merrick Bank; South Jordan (UT); Sur place; USD 22 000 - 33 000; Plein temps

Avantages offerts par ce poste

Bonus target

Benefits package

401(k) match

Disability coverage

Wellness programs

Paid time off

Résumé du poste

Merrick Bank in South Jordan, Utah, seeks a Customer Support Representative I to assist Recreation Lending customers via phone and email, handling payments, payoffs, and related inquiries. Responsibilities include ACH setup, inbound calling, and coordinating with internal teams to resolve issues while complying with applicable laws and bank policies.

The role emphasizes accuracy, customer service excellence, and ability to navigate a fast-paced, ever-changing environment, with opportunities for

Qualifications

• Professional demeanor and highly organized.
• Experience with Microsoft Office Suite (Word, Excel, etc.), email, and database software.
• Willingness to learn work-related software to meet job requirements.
• Knowledge of federal and state collection, banking, lending, and bankruptcy laws for non-prime credit is preferred.
• Strong written and verbal communication; negotiating skills.
• Good planning, organization, time management and problem solving.
• Accountability with minimal supervision.
• Commitment to CRITICAL values.

Responsabilités

• Handle inbound customer calls for Recreation Lending customers.
• Provide ACH information to post payments and set up Auto ACH payments.
• Offer online support for accounts less than 16 days past due.
• Provide payoff quotes and assist with mail/document handling.
• Support leadership and teammates as needed.

Connaissances

Microsoft Office

Email proficiency

Database software

Customer support

Communication skills

Problem solving

Formation

High School Diploma or equivalent

Outils

Customer support software

Description du poste

Who we are

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 nationwide.

What we do

We provide credit cards, recreational loans, deposit accounts, merchant services and bank sponsorships to consumers and businesses. As a leader in non-prime lending and merchant acquiring, we combine innovative technology with data-driven insights to help underserved consumers build and strengthen credit while delivering integrated, scalable payment solutions for businesses. Merrick Bank ranks among the top 20 FDIC®-insured credit card issuers in the U.S. and among the top 15 merchant acquirers by transaction volume.

The Customer Support Representative I is the welcoming face…or voice, of the Recreation Lending Team; responsible for processing in-bound customer calls. In this role, the Representative I will provide support to our Recreation Lending Department customers, addressing concerns and questions related to payments, payoffs and other related inquiries for accounts that are 16 days or less, pastdue. The customer interaction will be via phone, email and so forth. The Representative I is responsible for answering and following up with the Customer Support email inbox and in supporting the Recreation Lending Department with a variety of other tasks. The Representative I will assist customers and helps them enjoy recreational experiences by supporting the customers in providing service related to their Merrick Bank recreational loan. This is done while complying with all Bank related policies and procedures as well as with state and federal collection laws and regulations.

Essential Functions

The key and central focus to this position is to assist customers via the phone, in receiving ACH information in order to post payments to the customers’ account, setting customer up with Auto ACH payments, and other online support for accounts that are under 16 days past due. Provides consumers and dealers with information related to payoff quotes, in accordance with the Bank’s policies and procedures. Sort through the returned mail and determine how it is to be addressed; i.e., do things require updating, calls to be made to customers/vendors, etc… Scan documents and send/email to appropriate team members (including other business units). Upon request, print out forms and deliver to appropriate people (i.e. Auto ACH Forms, Deferral forms, Values, etc.). Responsible for receiving and handling of Recreation Lending inbound calls from customers, recreation collateral dealers, financial institutions, etc… Consistently meets expected (I)/above expected (II)/exceptional (Sr.) parameters of AHT and calls taken per day/week/month. Supports level II and Sr. Inbound Representatives and other individuals as assigned by leadership. Can be relied upon under most circumstances when Team Leader is not available, to assist in completing any process. Fulfills other tasks and functions as assigned by leadership. Maintains positive relationships across the department and with other teams.

Compliance with Laws & Regulations

Responsible for complying with all of the Bank’s internal control policies and procedures. Responsible for understanding and complying with all laws and regulations to which the Bank is subject. Responsible for communicating problems in operations, noncompliance with the code of conduct, noncompliance with laws and regulations, policy violations, or illegal acts.

Education and Experience

High School Diploma or equivalent experience required. One (1) year experience in Customer Support field is preferred.

Summary of Qualifications

Professional demeanor and highly organized Experience and demonstrated skill with Microsoft Office Suite (Word, Excel, etc…), e‑mail, and database software. Is trainable on work related software to meet specific job requirements. Able to be flexible, adaptable and with a willingness to work in an ever changing environment. Working knowledge of Customer Support in a sub‑prime financial environment is preferred, but not required. Knowledge of federal and state collection, banking, lending and bankruptcy laws and regulations for the non‑prime credit segment is preferred. Ability to solve practical problems and deal with a variety of concrete variables. Communicates effectively both orally and in writing, including negotiation skills; presents ideas in a clear, concise, understandable, and organized manner. Effective planning, organization, time management, and problem solving skills. High level of accountability for work with limited supervision. High degree of accuracy and trust are required. Completes all Essential Functions with a professional demeanor. Willingness and ability to engage in continuing education in support of the business. Consistent demonstration of the company’s C.R.I.T.I.C.A.L. values

Work Environment/Physical Demands

Light The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary. Good working conditions. Some noise from office equipment or other employees. Some stress is experienced due to deadline pressures or interruption to work requiring a high degree of accuracy.

Why join us

We believe in putting people first by supporting our customers, employees and our partners while creating opportunities for everyone to reach their potential. From fostering work-life balance to rewarding good work and innovative ideas, we invest in what matters most, our people. At Merrick Bank, you’ll be part of a collaborative, customer-focused team where you can grow your career while making a meaningful impact.

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.

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.

CardWorks Financial Group is the engine driving financial progress, a diversified consumer finance provider building ethical solutions across credit, lending, and the full customer lifecycle. Advancing finance with purpose, we put people—clients, customers, and colleagues—at the center of everything we do, guided by our CRITICAL values and united as one enterprise across Merrick Bank, CardWorks Servicing, and Carson Smithfield. As your everyday champion, our vertically integrated platform fuels financial progress through access to credit, high yield deposits, flexible merchant payments, and end to end servicing performance—powered by a culture of relentless curiosity, belonging, and growth.