Merchant Support Associate

Job Description

*Merchant Support Associate*

Full-Time | Monday – Friday – 8:00 AM – 5:00 PM

Sioux Falls, SD or Sandy, UT - In-Office

Sioux Falls, SD - $22.00 - $27.00 /hour + Commission DO

Solve Problems. Build Relationships. Drive Account Resolution.

*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 Associate 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.

What You’ll Do:

· Manage delinquent merchant accounts through investigation, communication, negotiation, and resolution activities
· Review merchant agreements and account activity to identify issues and determine appropriate resolution strategies
· Analyze repayment performance and account information to assess risk and account status
· Contact merchants through phone, email, text, and other approved communication channels
· Negotiate payment arrangements and account resolution options within established guidelines
· Maintain accurate and timely documentation of merchant interactions and account activity
· Monitor assigned accounts and conduct follow-up activities to support account resolution and recovery efforts
· Resolve merchant concerns through effective communication and problem-solving
· Partner with internal teams to gather information and resolve account issues
· Support a positive team environment through collaboration and knowledge sharing

What You’ll Learn:

· How merchant servicing and account management operate within a financial services environment
· Hands-on experience with account resolution, negotiation, and customer retention strategies
· Exposure to financial agreements, repayment structures, and risk-related decision making
· Cross-functional collaboration across operations, underwriting, and merchant support teams
· How to balance customer experience with business objectives and risk management

Why Join Us:

· Impact: Help merchants find solutions while protecting company assets and supporting business success
· Hands-On Experience: Develop valuable skills in negotiation, account management, and financial services
· Growth Potential: Build a foundation for advancement within a growing organization
· Team Environment: Collaborative, fast-paced, and solution-focused
· Consistency: Monday–Friday schedule with predictable hours

Work Environment:

· In-office role based in either Sioux Falls, SD or Sandy, UT
· Professional office environment with a collaborative team atmosphere
· Occasional evening or weekend work may be required based on business needs

 

Job Requirements

What We’re Looking For:

Strong candidates typically have experience in:

· Collections, account management, customer service, or financial services
· Managing customer conversations and resolving complex issues
· Negotiation, conflict resolution, or account recovery activities
· Working with CRM systems or account management software
· Managing multiple priorities in a fast-paced environment
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You’ll Thrive in This Role If You Are:

· A confident and professional communicator
· Comfortable having difficult conversations while maintaining positive relationships
· Analytical and naturally curious when solving problems
· Organized with strong attention to detail and follow-through
· Adaptable, accountable, and team-oriented
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Required Experience:

· One to three years of experience in collections, customer service, account management, call center operations, financial services, or a related field
· Experience managing customer interactions and resolving account-related concerns
· Ability to work effectively both independently and collaboratively within a team environment
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Preferred Experience:

· Experience working with delinquent accounts, payment negotiations, or account resolution activities
· Experience utilizing CRM, collections, servicing, or account management systems
· Experience in banking, lending, financial services, or other regulated industries
· 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.