Customer Support Administrator I - Recreational Loan

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 CardWorks Financial Group, Merrick Bank serves roughly five million cardmembers and more than 100,000 merchant customers nationwide.

What we do

We provide credit cards, recreational loans, deposit accounts, merchant services and bank sponsorships 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.

Position Summary and Role Impact:

The Customer Support Loan Administrator I is the key customer account support for our Recreation Lending Operations Team. The Loan Administrator administers to customer accounts, making necessary changes and/or updates as needed.  In this role, the Loan Administrator I also addresses any accounts that may need exceptions made as team members monitor daily exception reports and follow up on customer accounts. The Loan Administrator I completes follow up in answering and reaching out to customer about questions received through the Customer Support Email Inbox. The Administrator also supports the Recreation Lending Department via other tasks; activate accounts, payoff loans, generate refunds, waive fees, post payments, etc… This is done while complying with all Bank related policies and procedures as well as with state and federal collection laws and regulations.   

Essential Functions:

• Works all variations of daily BA Reports; these reflect "exceptions" that need to be addressed as they pertain to customer loans.
• Works emails received in the team email inbox and makes adjustments to customer’s loans as needed (i.e. late fees, adjusting payments, etc...).
• Addresses emails received from customers, that are requesting information about their loan or is sending the Bank/team documents that need to be uploaded to the customer's file.
• Works the Previous Day Funding Report.
• Applies payments to customer loans that have been received via check sent to the Bank.
• Works "Suspect Payoffs" and accounts that are overpaid 3+ months in advance.
• Completes “Decisioning” through our vendor support; determining how to apply payments when not enough information has been provided.
• Supports level II and Sr. Loan Administrators and other individuals as assigned by leadership.
• Fulfills other tasks and functions as assigned by leadership.
• Maintains positive relationships across the department and with other teams.
• Performs other duties as assigned.

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.

Requirements for Success:

Education & Experience:

• High School Diploma or equivalent experience is required.
• One (1)+ year experience in Customer Support field is preferred.
• Banking experience is a plus.

Knowledge, Skills and Capabilities:

• Professional demeanor and highly organized
• Experience and demonstrated skill with Microsoft Office Suite (Word, Excel, etc…), e-mail, and database software. Is trainable on work related software to meet specific job requirements

• Able to be flexible, adaptable and with a willingness to work in an ever changing environment.

• Working knowledge of Loan Administration in a sub-prime financial environment is preferred, but not required.
• Knowledge of federal and state collection, banking, lending and bankruptcy laws and regulations for the non-prime credit segment is preferred.

• Ability to solve practical problems and deal with a variety of concrete variables. 
• Communicates effectively both orally and in writing, including negotiation skills; presents ideas in a clear, concise, understandable, and organized manner.
• Effective planning, organization, time management, and problem solving skills. High level of accountability for work with limited supervision. 
• High degree of accuracy and trust are required.
• Completes all Essential Functions with a professional demeanor.
• Willingness and ability to engage in continuing education in support of the business.
• Consistent demonstration of the company’s C.R.I.T.I.C.A.L. values

AVP and Below

Compliance with Laws & Regulations

• Responsible for complying with all 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.

Why join us

We believe in putting people first by supporting our customers, employees and our partners while creating opportunities for everyone to reach their potential. From fostering work-life balance to rewarding good work and innovative ideas, we invest in what matters most, our people.

At Merrick Bank, you’ll be part of a collaborative, customer-focused team where you can grow your career while making a meaningful impact.

Our Employee Value Proposition

• Competitive Pay, including a Bonus Target or Variable Pay Incentive Program
• Benefits Package -Medical, Dental, and Vision (plus much more)
• 401(k) Plan with Company Match
• Short- & Long-Term Disability
• Wellness Programs
• Group Life and AD&D Insurance
• Paid Vacation, Sick Days and bank Holidays
• Employee Engagement Activities including Employee Appreciation Day, DEI Employee Resource Groups, Corporate Social Responsibility, Service Recognition

We offer a total rewards package comprised of a competitive base rate of pay, variable pay incentive programs based on the role, and a comprehensive benefit suite.  Offered rates of pay are determined based on job-related knowledge, relevant experience, skills, certifications, and geographic location.

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to age, race, color, sex, or gender identity/expression (including pregnancy, childbirth, transgender status, or sexual orientation), religion or creed, ancestry, citizenship, national origin, disability, military or veteran status, marital status, genetic information, or any other characteristic protected by applicable law.

We do not tolerate discrimination, harassment, or retaliation. Employment decisions are based solely on qualifications, merit, and business needs. Everyone is welcome here, and we hire based on your ability to do the job, not any protected characteristics.

If you need help or reasonable accommodation during the application or hiring process, please let your TA Partner know.