Consumer Advocacy Response Team

Current Employees of Happen Bank:
Please apply via your internal Workday Account Happen Bank (formerly Lending Club) 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.

Join us in using data, bold thinking, and a commitment to innovation to help clear the way for millions of Americans to achieve more.

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.

What You'll DoManage 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

About You You have 1–3 years of experience in complaint resolution, escalations, member or customer advocacy, or a related customer-service role

You have a high school diploma or GED equivalent

You are a confident verbal and written communicator who can navigate difficult conversations with empathy, professionalism, and clarity

You can independently manage complex cases, coordinate repeated follow-ups, and maintain ownership until a resolution is reached

You build effective relationships across teams and can keep multiple partners aligned and moving toward a shared resolution

You are highly detail-oriented and can produce clear, accurate case documentation that meets operational and compliance standards

Able to build working relationships across teams (Operations, Product, Engineering, Compliance) and drive them toward a resolution on your timeline

Detail-oriented documentation habits, since case notes need to hold up for compliance review

Work Location Lehi, Utah The above locations are eligible offices for this role. The locations have been determined to foster in-person collaboration with this role’s team or the related business lines. We utilize a hybrid work model, and our teams are in-office Tuesdays, Wednesdays, and Thursdays. In-person attendance is essential for this role’s success, and remote placement will not be considered.

Time Zone Requirements Primarily MTYour role requires utilizing several programs at once, including an automatic dialer through your computer's internet connection. Happen Bank provides high-speed internet connections in its offices to properly support this work. To perform your work at a location separate from a Happen Bank office (e.g. hybrid schedule, where some of the workweek is performed at a home office), you must maintain a dedicated, high‑speed internet connection, with a minimum required speed is 100 Mbps download / 10 Mbps upload.

However, we strongly recommend a connection of at least 300 Mbps download / 15 Mbps upload to ensure the best experience.

Travel Requirements Monthly/quarterly/as needed travel…