Representative I, Customer Support (RL)

About the role

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. Position Summary: Our Customer Support Representative is the welcoming face...or voice, of the Recreation Lending Team; responsible for processing in-bound customer calls. In this role, the Inbound Representative 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, past due. The customer interaction will be via phone, email and so forth. The Inbound Representative 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 Inbound Representative 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 by Level: 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. Receive and sorts through daily mail and distributes to the appropriate teams to be worked. 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. (Added to be in line with other functions/levels). 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 but not required. 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, understanda

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Join our team and build your career with momentum as we champion your growth, elevate your ideas and engage you in purpose-driven work that makes a real difference every day.

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