Consumer Advocacy Response Team

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.

About The Role

As a member of the Consumer Advocacy Response (CAR) Team, you’ll help members navigate complex concerns that require personalized attention, proactive outreach, and coordination across multiple teams. Your work may include resolving executive complaints, assisting members experiencing ongoing technology-related issues, and intervening when additional support is needed. You’ll serve as a trusted advocate for members, owning each case from initial outreach through final resolution. By listening with empathy, communicating clearly, and identifying the right path forward, you’ll help reduce friction, restore trust, and improve the overall member experience.

Responsibilities

• Manage executive complaints and other escalated concerns, ensuring each case receives a timely, thorough, and thoughtful resolution
• Conduct outbound phone outreach to understand member concerns, explain next steps, and deliver personalized support
• Own complex cases from initial contact through resolution, including coordinating follow-ups and providing ongoing status updates
• Partner with Operations, Product, Engineering, Compliance, and other teams to investigate issues, identify root causes, and develop effective solutions
• Maintain accurate and detailed case documentation to support consistent service and compliance requirements
• Identify recurring member concerns and recommend improvements to internal processes, tools, and the overall member experience

Requirements

• 1–3 years of experience in complaint resolution, escalations, member or customer advocacy, or a related customer-service role
• High school diploma or GED equivalent
• Confident verbal and written communicator who can navigate difficult conversations with empathy, professionalism, and clarity
• Able to independently manage complex cases, coordinate repeated follow-ups, and maintain ownership until a resolution is reached
• Build effective relationships across teams and keep multiple partners aligned toward a shared resolution
• Highly detail-oriented with clear, accurate case documentation habits that meet operational and compliance standards

Work Location

Lehi, Utah. This role requires in-person attendance Tuesdays, Wednesdays, and Thursdays at the office. Remote placement will not be considered.

Time Zone Requirements

Primarily Mountain Time. The role requires utilizing several programs at once, including an automatic dialer through your computer's internet connection. For hybrid work, a dedicated high-speed internet connection (minimum 100 Mbps download / 10 Mbps upload, recommended 300 Mbps download / 15 Mbps upload) is required.

Travel Requirements

Monthly, quarterly, or as-needed travel to Happen Bank offices or other locations.

Pay

$22.50/hour.

Benefits

• Competitive benefits package including 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