Happen Bank (formerly LendingClub) is built around a simple purpose: to clear the way to help people turn intention into action, and action into financial progress. That means offering focused products, a frictionless mobile-first experience, and clear terms with no gotchas. Respect and fairness is part of our DNA, and that ideal shapes how we work, how we treat each other, and how we invest in our employees and our community. Join us in using data, bold thinking, and a commitment to innovation to help clear the way for millions of Americans to achieve more.
As a member of the Consumer Advocacy Response (CAR) Team, you’ll help members navigate complex concerns that require personalized attention, proactive outreach, and coordination across multiple teams. Your work may include resolving executive complaints, assisting members experiencing ongoing technology-related issues, and intervening when additional support is needed.
You’ll serve as a trusted advocate for members, owning each case from initial outreach through final resolution. By listening with empathy, communicating clearly, and identifying the right path forward, you’ll help reduce friction, restore trust, and improve the overall member experience.
Manage executive complaints and other escalated concerns, ensuring each case receivesa timely, thorough, and thoughtful resolution
Conduct outbound phone outreach to understand member concerns, explain next steps, and deliver personalized support
Own complex cases frominitialcontact through resolution, including coordinating follow-ups and providing ongoing status updates
Partner with Operations, Product, Engineering, Compliance, and other teams to investigate issues,identifyroot causes, and develop effective solutions
Maintainaccurateand detailed case documentation to support consistent service and compliance requirements
Identifyrecurring member concerns and recommend improvements to internal processes, tools, and the overall member experience
You have 1–3 years of experience in complaint resolution, escalations, member or customer advocacy, or a related customer-service role
You have a high school diploma or GED equivalent
You are a confident verbal and written communicator who can navigate difficult conversations with empathy, professionalism, and clarity
You can independently manage complex cases, coordinate repeated follow-ups, andmaintainownership until a resolution is reached
You build effective relationships across teams and can keep multiple partners aligned and moving toward a shared resolution
You are highly detail-oriented and can produce clear,accuratecase documentation that meets operational and compliance standards
Able to build working relationships across teams (Operations, Product, Engineering, Compliance) and drive them toward a resolution on your timeline
Detail-oriented documentation habits, since case notes need to hold up for compliance review
Work Location
Lehi, Utah
The above locations are eligible offices for this role. The locations have been determined to foster in-person collaboration with this role’s team or the related business lines. We utilize a hybrid work model, and our teams are in-office Tuesdays, Wednesdays, and Thursdays. In-person attendance is essential for this role’s success, and remote placement will not be considered.
Time Zone Requirements
Primarily MT
Your role requires utilizing several programs at once, including an automatic dialer through your computer's internet connection. Happen Bank provides high-speed internet connections in its offices to properly support this work. To perform your work at a location separate from a Happen Bank office (e.g. hybrid schedule, where some of the workweek is performed at a home office), you must maintain a dedicated, high‑speed internet connection, with a minimum required speed is 100 Mbps download / 10 Mbps upload. However, we strongly recommend a connection of at least 300 Mbps download / 15 Mbps upload to ensure the best experience.
Travel Requirements
Monthly/quarterly/as needed travel to Happen Bank offices and/or other locations, as needed.
Compensation
$22.50/hr The salary of the role will be determined by job-related knowledge, experience, education, skills, and location. Salary is just one part of Happen Bank Total Rewards package.
We’re creating new financial services solutions for our members based on fairness, simplicity, and heart, and we treat our employees the same way. We offer a competitive benefits package that includes medical, dental and vision plans for employees and their families, 401(k) match, health and wellness programs, flexible time off policies for salaried employees, up to 16 weeks paid parental leave and more.
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Happen Bank is an equal opportunity employer and dedicated to diversity, equity, and inclusion in the workplace. We do not discriminate on the basis of race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), gender, gender identity, gender expression, sexual orientation, age, marital status, veteran status, disability status, political views or activity, or other applicable legally protected characteristics. We believe that a variety of perspectives will make our teams and business stronger as we work together to transform the traditional banking system.
We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you need assistance or an accommodation due to a disability, please contact us at interviewaccommodations@happen.com.
Notice on AI Tool Use
For select roles and locations, candidate interviews may be recorded, transcribed and summarized by tools such as artificial intelligence (AI) to assist our hiring managers with the application process.
You will have the opportunity to opt out of recording, transcription, and summarization prior to any scheduled interviews. We will not discriminate against you if you choose to opt out.
During the interview, we will collect the following categories of personal information from or about you: contact information, identifiers, professional and employment-related information, sensory information (audio/video recording), and any other categories of personal information you choose to share with us. We will use this information to evaluate your application for employment.
We will only share your interview, transcription, or summary with persons whose expertise or technology is necessary to process your application, evaluate your fitness for a position, and administer or support the tool. We will not sell your personal information or disclose it to any third party for their marketing purposes. For more information about how we will handle your personal information, please refer to our Privacy Disclosure
We will delete any recording of your interview promptly but in no event later than 30 days after making a hiring decision.
Since our founding in 2007, we have transformed the banking industry by bringing a traditional credit product - the installment loan - online and we’ve been on the fast track ever since. We are one of the first fintechs to acquire a national bank charter, which has transformed our business economics and introduced all new capabilities, and now others are following our lead, validating the strength of our model. We are one of America’s largest providers of unsecured personal loans, originating more than $100 billion in loans to our more than 5 million high-FICO, high-income members and helping them save millions on their cost of credit. And we’re just getting started.
A Culture that Delivers
Impact: We’re tackling big problems, but we’re a small enough organization for each individual to make a real difference
People: We’re a group of smart, kind, low-ego, and values-driven people from a wide variety of industries and backgrounds who are committed to our mission
Ideas: We seek out the best ideas – no matter where they come from – to look beyond what is possible today
Values: It’s not just what you accomplish, it’s also how you accomplish it that matters
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