Description:
Full-Time | Monday – Friday – 8:00 AM – 5:00 PM
Sandy, UT - In-Office
$24.00 - $29.00 / hour + Commission DOE
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Solve Problems. Build Relationships. Drive Account Resolution.
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About Expansion Capital Group (ECG)
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.
We are looking for a Merchant Support Coordinator to support our 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.
If you're a strong communicator, naturally curious, and motivated to make an impact through relationship management and account resolution, this is a strong opportunity. In this role, you'll investigate account concerns, communicate directly with merchants, and work collaboratively across teams to drive resolution and recovery efforts.
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What You’ll Do:
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Manage delinquent merchant accounts through investigation, communication, negotiation, and resolution activities
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Review merchant agreements and account activity to identify issues and determine appropriate resolution strategies
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Analyze repayment performance and account information to assess risk and account status
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Contact merchants through phone, email, text, and other approved communication channels
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Negotiate payment arrangements and account resolution options within established guidelines
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Maintain accurate and timely documentation of merchant interactions and account activity
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Monitor assigned accounts and conduct follow-up activities to support account resolution and recovery efforts
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Resolve merchant concerns through effective communication and problem-solving
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Partner with internal teams to gather information and resolve account issues
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Support a positive team environment through collaboration and knowledge sharing
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What You’ll Learn:
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How merchant servicing and account management operate within a financial services environment
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Hands-on experience with account resolution, negotiation, and customer retention strategies
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Exposure to financial agreements, repayment structures, and risk-related decision making
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Cross-functional collaboration across operations, underwriting, and merchant support teams
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How to balance customer experience with business objectives and risk management
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Why Join Us:
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Impact: Help merchants find solutions while protecting company assets and supporting business success
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Hands-On Experience: Develop valuable skills in negotiation, account management, and financial services
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Growth Potential: Build a foundation for advancement within a growing organization
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Team Environment: Collaborative, fast-paced, and solution-focused
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Consistency: Monday–Friday schedule with predictable hours
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Work Environment:
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In-office role based in either Sioux Falls, SD or Sandy, UT
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Professional office environment with a collaborative team atmosphere
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Occasional evening or weekend work may be required based on business needs
Requirements:
What We’re Looking For:
Strong candidates typically have experience in:
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Collections, account management, customer service, or financial services
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Managing customer conversations and resolving complex issues
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Negotiation, conflict resolution, or account recovery activities
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Working with CRM systems or account management software
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Managing multiple priorities in a fast-paced environment
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You’ll Thrive in This Role If You Are:
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A confident and professional communicator
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Comfortable having difficult conversations while maintaining positive relationships
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Analytical and naturally curious when solving problems
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Organized with strong attention to detail and follow-through
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Adaptable, accountable, and team-oriented
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Required Experience:
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One to three years of experience in collections, customer service, account management, call center operations, financial services, or a related field
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Experience managing customer interactions and resolving account-related concerns
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Ability to work effectively both independently and collaboratively within a team environment
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Preferred Experience:
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Experience working with delinquent accounts, payment negotiations, or account resolution activities
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Experience utilizing CRM, collections, servicing, or account management systems
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Experience in banking, lending, financial services, or other regulated industries
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Experience reviewing agreements, account activity, or financial information to support decision-making
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Equal Opportunity Employer
Expansion Capital Group is an equal opportunity employer and considers all applicants without regard to protected characteristics.
