Merchant Support Specialist

About the role

Own end-to-end business onboarding reviews for new merchants—verifying identity, business credentials, and documentation through KYC/KYB/CDD procedures using third-party tools and internal systems.
Review and validate Beneficial Owner and Controller documentation, business agreements, banking information, and licensing requirements—escalating exceptions to leadership with clear findings and recommendations.
Create, update, and manage merchant records accurately in Springbok and Falcon, ensuring all registrations, account changes, and dispositions are properly documented and tracked.
Execute a structured new merchant engagement program, conducting proactive outbound calls at defined intervals to welcome, activate, troubleshoot, and build lasting merchant confidence.
Deliver tailored merchant training on Happen Bank’s financing tools and processes, ensuring merchant teams understand how and when to present financing options to their customers.
Monitor behavioral alerts and Tableau report flags on a daily and weekly basis, conducting timely business reviews to identify risk patterns and concerning activity.
Conduct comprehensive business oversight reviews—analyzing transaction behavior, escalating High Risk designations, managing ATO and First Party Fraud investigations, and submitting Unusual Activity Referrals when warranted.
Serve as the primary point of contact for ongoing merchant servicing across phone, email, and virtual channels—resolving inquiries, processing account updates, and managing escalations with ownership and follow-through.
Build strong, consultative relationships with merchants by understanding their business needs, identifying growth signals, and surfacing relevant insights to Sales and Account Management teams.
Maintain accurate records across all trackers, systems, and case notes; contribute to continuous improvement efforts and model Happen Bank service principles: Build a Relationship, Make It Easy, and Think Ahead.

Responsibilities

• Own end-to-end business onboarding reviews for new merchants—verifying identity, business credentials, and documentation through KYC/KYB/CDD procedures using third-party tools and internal systems.
• Review and validate Beneficial Owner and Controller documentation, business agreements, banking information, and licensing requirements—escalating exceptions to leadership with clear findings and recommendations.
• Create, update, and manage merchant records accurately in Springbok and Falcon, ensuring all registrations, account changes, and dispositions are properly documented and tracked.
• Execute a structured new merchant engagement program, conducting proactive outbound calls at defined intervals to welcome, activate, troubleshoot, and build lasting merchant confidence.
• Deliver tailored merchant training on Happen Bank’s financing tools and processes, ensuring merchant teams understand how and when to present financing options to their customers.
• Monitor behavioral alerts and Tableau report flags on a daily and weekly basis, conducting timely business reviews to identify risk patterns and concerning activity.
• Conduct comprehensive business oversight reviews—analyzing transaction behavior, escalating High Risk designations, managing ATO and First Party Fraud investigations, and submitting Unusual Activity Referrals when warranted.
• Serve as the primary point of contact for ongoing merchant servicing across phone, email, and virtual channels—resolving inquiries, processing account updates, and managing escalations with ownership and follow-through.
• Build strong, consultative relationships with merchants by understanding their business needs, identifying growth signals, and surfacing relevant insights to Sales and Account Management teams.
• Maintain accurate records across all trackers, systems, and case notes; contribute to continuous improvement efforts and model Happen Bank service principles: Build a Relationship, Make It Easy, and Think Ahead.

Requirements

• 1-3 years of experience in B2B account management, merchant support, partner success, financial services operations, or a related client-facing role requiring both relationship skills and analytical depth.
• Demonstrated ability to independently manage complex, multi-step processes—from compliance review and risk assessment to proactive outreach and account servicing—without sacrificing quality or attention to detail.
• Strong communication skills with a polished, professional presence across phone, email, and virtual channels; comfortable delivering consultative conversations that feel like trusted partner check-ins, not scripted calls.
• Analytically minded with the ability to review data, identify patterns, document findings clearly, and make reasoned recommendations—even in ambiguous situations.
• Absolute ownership and follow-through; you anticipate what’s needed, act before being asked, and bring issues to resolution with clear documentation.
• Comfortable navigating risk and compliance concepts—including KYC/KYB, business identity verification, fraud indicators, and escalation protocols—or a strong willingness to learn and master them quickly.
• Experience working across multiple systems, platforms, and tools simultaneously; tech-savvy and quick to adopt new workflows.
• The ability to balance relationship-building with adherence to policy—understanding that protecting the business and protecting the merchant are not mutually exclusive.
• A collaborative mindset with the ability to work cross-functionally with Sales, Fraud Operations, Account Management, Product, and Compliance teams.

Qualifications

• Bachelor’s degree preferred, ideally in Business, Finance, Communications, or a related field.

Skills

• Strong communication skills with a polished, professional presence across phone, email, and virtual channels.
• Analytical mind with the ability to review data, identify patterns, document findings clearly, and make reasoned recommendations—even in ambiguous situations.
• Ownership and follow-through; you anticipate what’s needed, act before being asked, and bring issues to resolution with clear documentation.
• Experience working across multiple systems, platforms, and tools simultaneously; tech-savvy and quick to adopt new workflows.
• The ability to balance relationship-building with adherence to policy—understanding that protecting the business and protecting the merchant are not mutually exclusive.

Benefits

• 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.

Pay

$25.00/hr

Schedule

Hybrid work model, in-person attendance is essential for this role’s success. Teams are in-office Tuesdays, Wednesdays, and Thursdays. Monthly/quarterly/as needed travel to Happen Bank offices and/or other locations, as needed.

Location

Lehi, Utah. The locations have been determined to foster in-person collaboration with this role’s team or the related business lines.