Job description

Merrick Bank employees share in our mission to delight our customers and empower underserved consumers to achieve their credit goals. In return, we delight our associates; ensuring they are noticed, heard, appreciated and understand the importance of their role(s). For over 20 years, our Guiding Principles of; doing the right thing, putting the customer first, and Earn, Learn, Have Fun (aka E.L.F.), have defined who we are as an Employer of Choice. Give Yourself Credit, Work at Merrick!
The Customer Support Representative I is the welcoming voice of the Recreation Lending Team; responsible for processing inbound customer calls, 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 and email. The Representative I will assist customers and help them enjoy recreational experiences by supporting the customers in providing service related to their Merrick Bank recreational loan.
Essential Functions:

• 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.
• 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

Summary of Qualifications:

• Professional demeanor and highly organized
• 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, understandable, and organized manner.
• Effective planning, organization, time management, and problem solving skills. High level of accountability for work with limited supervision.
• High degree of accuracy and trust are required.
• Completes all Essential Functions with a professional demeanor.
• Willingness and ability to engage in continuing education in support of the business.

Who is Merrick Bank? Founded over 20 years ago, Merrick Bank is a FDIC-insured Utah Industrial Loan Bank that originates loans with the benefit of low-cost deposit funding. Merrick Bank had $4.5 billion in assets and $3.1 billion in deposits as of March 31, 2021. Merrick Bank operates four main business lines: Credit Cards, Recreation Lending, Personal Loans and Merchant Acquiring.
Our Valued Employees are provided generous benefits, including:

• Competitive Pay
• Benefits Package -Medical, Dental and Vision (plus much more)
• 401(k) Plan with Company Match
• Short & Long Term Disability
• Group Life and AD&D Insurance
• Paid Vacation, Holidays, and Personal Days
• Employee Events, including Employee Appreciation Day, Holiday Party, etc.
• Tuition Reimbursement Program

Candidates must have unrestricted authority to work in the United States without sponsorship.
If this position is based in our Woodbury, Long Island office or Virtual, please note that ALL the work for this position must be performed outside of the five Boroughs of New York City.
Merrick Bank is an equal opportunity employer, and we evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status or any other legally protected characteristic. We will conduct a thorough background check for all hires in compliance with applicable law which includes (but may not be limited to) a review of factors including the applicant’s employment/personal references and drug testing.
Location: 10705 South Jordan Gateway, South Jordan, UT 84095

Location: 10705 South Jordan Gateway, South Jordan, UT 84095

Job Type: Full-time

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