Customer Support Associate

Become an everyday champion — and build a career where your impact fuels financial progress.

Card Works Financial Group is a diversified financial services platform building ethical solutions across credit, lending, and the full customer lifecycle. Through our family of companies, Card Works Financial Group tackles the complex challenges that larger financial institutions leave behind. We’re embedded throughout the credit card ecosystem as a lender, servicer, and merchant acquirer.

• Merrick Bank:
  The bank that builds
• Card Works Servicing:
  One partner, total performance
• Carson Smithfield:
  Resolution with respect

With nearly 40 years of operating history, our track record is solid: disciplined in downturns and built to accelerate in recovery. The Card Works Financial Group companies take precise approach in complex markets, as a top three non-prime focused general purpose card issuer and a top fifteen U.S. merchant acquirer.

Our team tackles the industry’s most complex credit and payment challenges. And we believe that excellent work starts with a team that feels supported, respected, and empowered to grow.

Card Works Servicing, LLC provides end-to end operational servicing functions for credit cards, secured cards, and installment loans. We service consumer and small business loans across the credit spectrum and offers backup servicing and due diligence services to capital providers and trustees.

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 Card Works Financial Group, Merrick Bank serves roughly five million card members and more than 100,000 merchant customers, offering credit cards, recreational loans, deposit accounts, merchant services and bank sponsor ships to consumers and businesses.

Carson Smithfield, LLC provides a variety of post-charge-off debt recovery services, including digital self-service, IVR, live agent, and external agency management.

The Customer Support Associate Iservesas  a primary point of contact for accountholdersin a call center environment. This role responds to inboundinquiries, provides account-related support, helps resolve questions or concerns, and delivers a professional and consistent customer experience. The associate follows established policies, procedures, and compliance requirements while accurately documenting interactions, supporting account servicing needs, and escalating more complex matters when appropriate. Through timely, accurate, and service-focused support, this role contributes to customer satisfaction, retention, and the overall effectiveness of the Customer Support team.

• Responds to inbound telephone inquiries and provides accurate, professional support to account holders regarding account information, transactions, payments, and general servicing needs.
• Assists account holders with questions, concerns, and routine account issues while delivering a positive customer experience and supporting customer retention.
• Researches and resolves customer issues in accordance with established policies, procedures, regulatory requirements, and business guidelines.
• Accurately updates, verifies, and notates customer information and call activity within designated systems to ensure complete and reliable account records.
• Initiates and supports account transactions, service requests, billing dispute steps, and investigations as appropriate based on customer needs and department procedures.
• Educates account holders on applicable processes, including billing dispute procedures, required documentation, timelines, and available next steps.
• Identifies calls or account matters requiring additional review and escalates appropriately to leadership, internal partners, or specialized support teams.
• Meets established expectations for quality, productivity, attendance, compliance, and customer service standards.
• Performs other duties as assigned.

• Competitive Pay, including a Bonus Target or Variable Pay Incentive Program
• Benefits Package
  -Medical, Dental, and Vision (plus…