Supervisor, Merchant Services

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

Current Employees of Happen Bank: Please apply via your internal Workday Account

Happen 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 Role

Happen 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 Role

At 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 Do

• 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 sidelinesPartner 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

About You

• 2+ years of leadership experience in an operations, service, or relationship-management environment, including coaching, managing performance, and delivering direct feedback
• A performance-driven mindset - you set high standards, hold people to them, and take ownership of your team's results
• Proven ability to coach using performance data, call and case observations, and quality feedback, with strong attention to detail in documenting trends and follow-up actions
• Comfort 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 role
• Willingness to roll up your sleeves and jump into the work when the team needs it
• Ability to balance multiple priorities and lead a team working across several business areas, including through change and cross-skilling
• Strong communication skills, with the ability to deliver clear feedback and partner effectively with leaders and specialists
• Strong problem-solving skills, with the ability to identify trends, process gaps, and development opportunities

Work Location

Lehi, Utah

The 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 Requirements

Local 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 Requirements

Monthly travel to San Francisco. As needed travel to other Happen Bank offices, national accounts, conferences, etc. Happen Bank will cover your travel-related expenses.

Compensation

The 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.

Happen 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].

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