Supervisor, Merchant Services

Happen Bank(formerly LendingClub)is built around a simple purpose: to clear the way to help people turn intention into action and action intofinancial 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.

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. Youll 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.

Were 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. Youre energized by outcomes comfortable using performance data to spot whats working and what isnt 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.

• 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

• 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 teams 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 locations have been determined to foster in-person collaboration with this roles team or the related business lines. We utilize a hybrid work model and our teams are in-office Tuesdays Wednesdays and -person attendance is essential for this roles success and remote placement will not be 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 needed travel to other Happen Bank offices national accounts conferences Bank will cover your travel-related expenses.

Compensation
The target base salary range for this position is . 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 Banks 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).

Were 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.

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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

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