Merchant Support Associate - Sandy, UT

Merchant Support Coordinator

Full-time – Monday
- Friday, 8:00 AM – 5:00 PM

Location:

Sandy, UT – In-Office

Hourly pay: $24.00 – $29.00 + commission (DOE)

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.

The Merchant Support Coordinator supports the 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. You will investigate account concerns, communicate directly with merchants, and work collaboratively across teams to drive resolution and recovery efforts.

• 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

• 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

• 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

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

• Experience in collections, account management, customer service, or financial services
• Managing customer conversations and resolving complex issues
• Strong negotiation, conflict resolution, or account recovery skills
• Proficiency with CRM systems or account management software
• Ability to manage multiple priorities in a fast-paced environment
• Strong communicator, confident, analytical, organized, adaptable, accountable, and team-oriented

• 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

• 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

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