Supervisor, Merchant Services

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

Benefits offered by this job

Medical, dental, vision

401(k) match

Flexible time off

Parental leave

Job summary

Happen Bank in Lehi, Utah is seeking a Team Leader for our Business Relationship Team to guide a group of Business Relationship Specialists, Senior Specialists, and Onboarding Specialists across phone and non-phone workflows.

You will set performance standards, coach using data, drive proactive merchant engagement, and partner with Onboarding, Merchant Risk, WFM, and department leaders to align coverage and priorities while modeling accountability and urgency.

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.

Responsibilities

• Lead and develop a cross-functional team across phone and non-phone workflows.
• Set clear performance expectations and hold the team to service levels and SLAs.
• Coach to results using queue metrics, aging, engagement outcomes, and quality reviews.
• Develop Senior Specialists as owners of high-impact work like refunds and merchant engagement.
• Drive proactive merchant outreach and engagement programs.
• Jump in directly when volume or escalations require it and lead by example.

Skills

Leadership

Performance coaching

Data-driven

Cross-functional collaboration

Communication skills

Problem solving

Tools

CRM systems

Job description

Current Employees of Happen Bank: Please apply via your internal Workday AccountHappen Bank (formerly LendingClub) is built around a simple purpose: to clear the way to help people turn intention into action, and action into financial progress. That means offering focused products, a frictionless mobile-first experience, and clear terms with no gotchas. Respect and fairness is part of our DNA, and that ideal shapes how we work, how we treat each other, and how we invest in our employees and our community. Join us in using data, bold thinking, and a commitment to innovation to help clear the way for millions of Americans to achieve more.About the RoleHappen Bank is built around a simple purpose: to clear the way to help people turn intention into action, and action into financial progress. That means offering focused products, a frictionless mobile-first experience, and clear terms with no gotchas. Respect and fairness is part of our DNA, and that ideal shapes how we work, how we treat each other, and how we invest in our employees and our community. Join us in using data, bold thinking, and a commitment to innovation to help clear the way for millions of Americans to achieve more.About the RoleAt Happen Bank, our Business Relationship Team is the front line of how we serve and grow our merchant relationships — covering inbound queues, working refunds to resolution, running proactive merchant engagement, and supporting onboarding and oversight across the business.The Team Leader owns the day-to-day leadership of this team: a group of Business Relationship Specialists, Senior Business Relationship Specialists, and Onboarding Specialists spanning phone and non-phone work across multiple lines of business. You'll drive performance, hold the team accountable to clear standards, and develop your people — with a particular focus on the Senior Specialists who own our most complex, highest-impact work, from refund and chargeback resolution to proactive merchant engagement and partner escalations.We're looking for a driven, results-oriented leader who sets a high bar and helps their team clear it. You lead from the front — willing to jump into the queue, work an escalation, or model a tough merchant conversation when the moment calls for it. You're energized by outcomes, comfortable using performance data to spot what's working and what isn't, and skilled at turning that insight into coaching that moves the numbers. You thrive in a fast-paced operations environment, balance competing priorities with ease, and build a team culture rooted in accountability, urgency, and continuous improvement.What You'll DoLead and develop a cross-functional team of Business Relationship Specialists, Senior Specialists, and Onboarding Specialists across phone and non-phone workflowsSet clear performance expectations and hold the team accountable to service levels, refund and resolution SLAs, engagement targets, and quality standardsCoach to results using performance data — queue metrics, refund aging, engagement outcomes, and quality reviews — to identify trends, close gaps, and raise the barDevelop 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 supportDrive proactive merchant outreach and engagement programs, coaching the team to approach every contact with initiative, ownership, and a focus on outcomesJump in directly when volume, escalations, or complex situations demand it — leading by example rather than from the sidelinesPartner with Onboarding, Merchant Risk, WFM, and department leaders to align coverage, cross-skilling, and priorities as business needs evolveBuild and reinforce a team culture rooted in accountability, urgency, flexibility, and continuous improvementAbout You2+ years of leadership experience in an operations, service, or relationship-management environment, including coaching, managing performance, and delivering direct feedbackA performance-driven mindset — you set high standards, hold people to them, and take ownership of your team's resultsProven ability to coach using performance data, call and case observations, and quality feedback, with strong attention to detail in documenting trends and follow-up actionsComfort leading a team that carries proactive, outcome-oriented work such as merchant engagement or outreach — you know how to motivate initiative and drive without it being a formal sales roleWillingness to roll up your sleeves and jump into the work when the team needs itAbility to balance multiple priorities and lead a team working across several business areas, including through change and cross-skillingStrong communication skills, with the ability to deliver clear feedback and partner effectively with leaders and specialistsStrong problem-solving skills, with the ability to identify trends, process gaps, and development opportunitiesWork LocationLehi, UtahThe above locations are eligible offices for this role. The locations have been determined to foster in-person collaboration with this role’s team or the related business lines. We utilize a hybrid work model, and our teams are in-office Tuesdays, Wednesdays, and Thursdays. In-person attendance is essential for this role’s success, and remote placement will not be considered. Happen Bank offers relocation, based on actual job level.Time Zone RequirementsLocal Hours (MST)While the position will primarily work local hours, Happen Bank is headquartered in Pacific Time and our ideal candidate will be flexible working across time zones when necessary.Travel RequirementsMonthly travel to San Francisco. As needed travel to other Happen Bank offices, national accounts, conferences, etc. Happen Bank will cover your travel-related expenses.CompensationThe target base salary range for this position is 55,000-70,000. The base salary of the role will be determined by job-related knowledge, experience, education, skills, and location. Base salary is just one part of Happen Bank's Total Rewards package. You may also be eligible for long-term awards (equity) and an annual bonus (which is based on company performance, employee performance and eligible earnings).We’re creating new financial services solutions for our members based on fairness, simplicity, and heart, and we treat our employees the same way. We offer a competitive benefits package that includes medical, dental and vision plans for employees and their families, 401(k) match, health and wellness programs, flexible time off policies for salaried employees, up to 16 weeks paid parental leave and more.#LI-Remote#LI-SS1Happen Bank is an equal opportunity employer and dedicated to diversity, equity, and inclusion in the workplace. We do not discriminate on the basis of race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), gender, gender identity, gender expression, sexual orientation, age, marital status, veteran status, disability status, political views or activity, or other applicable legally protected characteristics. We believe that a variety of perspectives will make our teams and business stronger as we work together to transform the traditional banking system.We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you need assistance or an accommodation due to a disability, please contact us at [e-mail] on AI Tool UseFor select roles and locations, candidate interviews may be recorded, transcribed and summarized by tools such as artificial intelligence (AI) to assist our hiring managers with the application process.You will have the opportunity to opt out of recording, transcription, and summarization prior to any scheduled interviews. We will not discriminate against you if you choose to opt out.During the interview, we will collect the following categories of personal information from or about you: contact information, identifiers, professional and employment-related information, sensory information (audio/video recording), and any other categories of personal information you choose to share with us. 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