Customer Support Representative , Recreational Lending

Position: Customer Support Representative I, Recreational Lending
## Customer Support Representative I, Recreational Lending Apply locations:
South Jordan time type:
Full time posted on:
Posted 4 Days Agojob requisition :
JR101064
** Join our team and build your career with momentum as we champion your growth, elevate your ideas and engage you in purpose-driven work that makes a real difference every day.*
* ** Who we are
** 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 nationwide.  
** What we do
** We provide credit cards, recreational loans, deposit accounts, merchant services and bank sponsor ships to consumers and businesses. As a leader in non-prime lending and merchant acquiring, we combine innovative technology with data-driven insights to help underserved consumers build and strengthen credit while delivering integrated, scalable payment solutions for businesses.

Merrick Bank ranks among the top 20 FDIC-insured credit card issuers in the U.S. and among the top 15 merchant acquirers by transaction volume.

The Customer Support Representative I is the welcoming face...or voice, of the Recreation Lending Team; responsible for processing in-bound customer calls. In this role, the Representative I will provide support to our Recreation Lending Department customers, 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, email and so forth.

The Representative I is responsible for answering and following up with the Customer Support email inbox and in supporting the Recreation Lending Department with a variety of other tasks. The Representative I will assist customers and helps them enjoy recreational experiences by supporting the customers in providing service related to their Merrick Bank recreational loan. This is done while complying with all Bank related policies and procedures as well as with state and federal collection laws and regulations.

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.
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* Essential Functions:

*** Provides consumers and dealers with information related to payoff quotes, in accordance with the Bank’s policies and procedures.
* 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.
** 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.
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* Education and Experience:

*** High School Diploma or equivalent experience required.
* One (1)+ year experience in Customer Support field is…