Merchant Support Associate

Description

Full-Time | Monday – Friday – 8:00 AM – 5:00 PM 

Sandy, UT - In-Office

$24.00 - $26.00 / hour (starting wage) + Commission DOE 

________________________________________

Solve Problems. Build Relationships. Drive Account Resolution.

________________________________________

About Expansion Capital Group (ECG)

ECG provides financing solutions that help small businesses access the capital they need to grow. Our team specializes in efficient, non-traditional lending, balancing speed with strong credit discipline and a commitment to doing things the right way.

We are looking for a Merchant Support Coordinator to support our Merchant Support team.

This role is ideal for someone who enjoys problem-solving, building relationships, and helping customers navigate challenging situations. You’ll play a key role behind the scenes by helping merchants resolve account issues, identifying practical solutions, and supporting positive outcomes for both the merchant and ECG.

If you're a strong communicator, naturally curious, and motivated to make an impact through relationship management and account resolution, this is a strong opportunity. In this role, you'll investigate account concerns, communicate directly with merchants, and work collaboratively across teams to drive resolution and recovery efforts.

________________________________________

What You’ll Do:

• Manage delinquent merchant accounts through investigation, communication, negotiation, and resolution activities
• Review merchant agreements and account activity to identify issues and determine appropriate resolution strategies
• Analyze repayment performance and account information to assess risk and account status
• Contact merchants through phone, email, text, and other approved communication channels
• Negotiate payment arrangements and account resolution options within established guidelines
• Maintain accurate and timely documentation of merchant interactions and account activity
• Monitor assigned accounts and conduct follow-up activities to support account resolution and recovery efforts
• Resolve merchant concerns through effective communication and problem-solving
• Partner with internal teams to gather information and resolve account issues
• Support a positive team environment through collaboration and knowledge sharing

________________________________________

What You’ll Learn:

• How merchant servicing and account management operate within a financial services environment
• Hands-on experience with account resolution, negotiation, and customer retention strategies
• Exposure to financial agreements, repayment structures, and risk-related decision making
• Cross-functional collaboration across operations, underwriting, and merchant support teams
• How to balance customer experience with business objectives and risk management

________________________________________

Why Join Us:

• Impact: Help merchants find solutions while protecting company assets and supporting business success
• Hands-On Experience: Develop valuable skills in negotiation, account management, and financial services
• Growth Potential: Build a foundation for advancement within a growing organization
• Team Environment: Collaborative, fast-paced, and solution-focused
• Consistency: Monday–Friday schedule with predictable hours

________________________________________

Work Environment:

• In-office role based in either Sioux Falls, SD or Sandy, UT
• Professional office environment with a collaborative team atmosphere
• Occasional evening or weekend work may be required based on business needs

Requirements

What We’re Looking For:

Strong candidates typically have experience in:

• Collections, account management, customer service, or financial services
• Managing customer conversations and resolving complex issues
• Negotiation, conflict resolution, or account recovery activities
• Working with CRM systems or account management software
• Managing multiple priorities in a fast-paced environment

________________________________________

You’ll Thrive in This Role If You Are:

• A confident and professional communicator
• Comfortable having difficult conversations while maintaining positive relationships
• Analytical and naturally curious when solving problems
• Organized with strong attention to detail and follow-through
• Adaptable, accountable, and team-oriented

_____________________________________

Required Experience:

• One to three years of experience in collections, customer service, account management, call center operations, financial services, or a related field
• Experience managing customer interactions and resolving account-related concerns
• Ability to work effectively both independently and collaboratively within a team environment

________________________________________

Preferred Experience:

• Experience working with delinquent accounts, payment negotiations, or account resolution activities
• Experience utilizing CRM, collections, servicing, or account management systems
• Experience in banking, lending, financial services, or other regulated industries
• Experience reviewing agreements, account activity, or financial information to support decision-making

________________________________________

Equal Opportunity Employer

Expansion Capital Group is an equal opportunity employer and considers all applicants without regard to protected characteristics.