Become an everyday champion — and build a career where your impact fuels financial progress.
What We Do
CardWorks Financial Group is a diversified financial services platform building ethical solutions across credit, lending, and the full customer lifecycle. Through our family of companies, CardWorks Financial Group tackles the complex challenges that larger financial institutions leave behind. We’re embedded throughout the credit card ecosystem as a lender, servicer, and merchant acquirer.
Who We Are
With nearly 40 years of operating history, our track record is solid: disciplined in downturns and built to accelerate in recovery. The CardWorks Financial Group companies take precise approach in complex markets, as a top three non-prime focused general purpose card issuer and a top fifteen U.S. merchant acquirer.
Our team tackles the industry’s most complex credit and payment challenges. And we believe that excellent work starts with a team that feels supported, respected, and empowered to grow.
CardWorks Servicing, LLC provides end-to end operational servicing functions for credit cards, secured cards, and installment loans. We service consumer and small business loans across the credit spectrum and offers backup servicing and due diligence services to capital providers and trustees.
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, offering credit cards, recreational loans, deposit accounts, merchant services and bank sponsorships to consumers and businesses.
Carson Smithfield, LLC provides a variety of post-charge-off debt recovery services, including digital self-service, IVR, live agent, and external agency management.
Position Summary and Role Impact:
The Customer Support Associate I serves as a primary point of contact for accountholders in a call center environment. This role responds to inbound inquiries, provides account-related support, helps resolve questions or concerns, and delivers a professional and consistent customer experience. The associate follows established policies, procedures, and compliance requirements while accurately documenting interactions, supporting account servicing needs, and escalating more complex matters when appropriate. Through timely, accurate, and service-focused support, this role contributes to customer satisfaction, retention, and the overall effectiveness of the Customer Support team.
Essential Functions:
Responds to inbound telephone inquiries and providesaccurate, professional support to accountholdersregardingaccount information, transactions, payments, and general servicing needs.
Assistsaccountholders with questions, concerns, and routine account issues while delivering a positive customer experience and supporting customer retention.
Researchesandresolvescustomer issuesin accordance withestablished policies, procedures, regulatory requirements, and business guidelines.
Accurately updates, verifies, and notates customer information and call activity within designated systems to ensure complete and reliable account records.
Initiates and supports account transactions, service requests, billing dispute steps, and investigations asappropriate basedon customer needs and department procedures.
Educates accountholders on applicable processes, including billing dispute procedures,requireddocumentation, timelines, and available next steps.
Identifiescalls or account matters requiringadditionalreview and escalates appropriately to leadership, internal partners, or specialized support teams.
Meets established expectations for quality, productivity, attendance, compliance, and customer service standards.
Performs other duties as assigned.
Requirements for Success:
Education & Experience:
Prior customer service experience
Experience with First Data Resources (FDR), Evolve or related platforms preferred
One (1)+ years of related inbound or outbound call center or collections experience desirable
Experience working with computers is required
Knowledge,Skillsand Capabilities:
Schedule Flexibility:
Full-time positions are available across a variety of schedules, including day, evening, overnight, and weekend shifts. Specific schedules vary by position and location and will be discussed throughout the interview process. Schedule assignments are determined based on business needs and candidate availability at the time of hire. Candidates must be available to work the schedule associated with the position they are selected for.
Bilingual Opportunities Available:
Select openings require English/Spanish bilingual proficiency. Candidates applying for bilingual positions must be able to effectively communicate in both English and Spanish and may be assessed during the hiring process.
#INDEG
Our Employee Value Proposition
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.
CardWorks is a leading credit and payments company and a people-centric, compliance-focused organization enabled by data and technology. Our mission is to clear the path, making it easier for our customers and clients to achieve their goals.
With over 35 years of operating history, the CardWorks companies have achieved significant scale across the financial ecosystem, including being the largest manager and servicer of credit card and installment loan products, a top 20 credit card issuer (Merrick Bank), and a top 10 merchant acquirer in the US.
Through our distinct entities, we deliver end-to-end solutions as a direct lender offering consumer credit cards and specialized Recreational Loans, a Payment Provider offering full-range processing solutions for ISOs and large corporations, and an Operational Servicing Partner providing 24x7 customer care and backup servicing.
We are a trusted partner, willing to tackle tough situations and build long-term relationships. Our Guiding Principles, doing the right thing, putting the customer first, and ELF (Earn, Learn, and have Fun), have defined our strong culture for over three decades, ensuring our employees find opportunities for learning, advancing, and enjoying their work.
Find us in Woodbury NY, Orlando FL, Wilmington DE, Pittsburgh/Horsham PA, and South Jordan UT, as well as virtually!
