Merrick Bank employees share in our mission to delight our customers and empower underserved consumers to achieve their credit goals. In return, we delight our associates; ensuring they are noticed, heard, appreciated and understand the importance of their role(s). For over 20 years, our Guiding Principles of; doing the right thing, putting the customer first, and Earn, Learn, Have Fun (aka E.L.F.), have defined who we are as an Employer of Choice. Give Yourself Credit, Work at Merrick!

Assist the Operations Support and Process Manager in operational activities of Merrick Bank (the “Bank”) and the Bank’s servicing partner, CardWorks Servicing, LLC (“CWS”) by performing, or assisting in the performance of, the primary duties listed below.

Essential Functions:
Process Analysis:

• Analyze and measure the effectiveness of existing business processes and develop sustainable, repeatable and quantifiable business process improvements.
• Accurately analyze and collect data for various types of business reports. Communicate the results of data analysis in written and verbal form to managers.
• Ability to organize and analyze large datasets, detect and correct errors, interpret and report results to various audiences, and take responsibility for data quality assurance.
• Oversee assigned Operational Processes that are either automated or manual by completing the following:
• Become the subject matter expert for all assigned processes. Promptly respond to all requests and inquires related to the processes.
• Ensure all assigned processes are performing as expected and quickly document and communicate defects
• Investigate issues or errors associated with assigned processes. Perform root cause analysis and ensure preventative actions are implemented to make sure issues don’t continue.
• Report issues, complaints and errors in accordance with defined processes.
• Establish procedures to complete testing, on-going oversight and validation of assigned processes. Report results monthly using the oversight summary report.
• Assist with the validation of change requests on assigned processes.
• Review and follow up on exception reports as assigned for possible process issues.
• Create new and enhance existing documentation for all assigned processes. Work closely with Department Managers and various cross functional team members to gather all information necessary to facilitate clearly articulated process documents.
• Complete all assigned call monitoring on a monthly basis. This includes tracking of all calls on the monitoring form and sending any escalated call(s) to the Call Monitoring Group for follow up.
• Acts as a champion for business process changes; act behind the scenes to craft solutions for business problems related to assigned automated processes.

Operational Processes:

• Operational Tools Definition:
• Operational tools are automated processes used by the bank or its servicer to perform repetitive tasks in an automated and consistent manner. These tools take data from the data warehouse and/or the user and perform calculations, make adjustments, memo accounts, etc.

Automated Operations Definition:

• Automated operations are computer programs that run regularly to automatically perform certain tasks, such as fee waivers, adjustments, assigning accounts to queues to be worked, etc. Most of these tasks were formerly performed by the servicer or the FDR system itself.

Manual Operations Definition:

• Manual operations are task performed by Associates or Vendors. These tasks may include steps that are necessary to launch an automated process, working exception reports and/or manually correcting Accounts based on failure to follow procedures or a system process issue.

Project Management/Execution:

• Act as Project Sponsor for approved and new projects as directed by manager.
• Define, document and manage project scope, objectives, write requirements, create test plans, execute testing, validate testing and provide ongoing support
• Effective communication among departments to formalize every decision made and document the process
• Identifies risks related to projects and the impact to automated processes and tools

Relationship and Communication:

• Solid understanding of business functional areas, effective issue management and resolution
• Builds organizational partnerships effectively engaging and enlisting others.
• Responsible for understanding and complying with applicable quality, environmental and safety regulatory considerations.
• Maintain a working knowledge of company policies and procedures, regulatory policies, and legal procedures.
• Regularly report to manager to present documentation and status reports on assigned processes in clear and concise formats.
• Complete all other assigned duties and assignments as directed by manager. Pro-actively communicate when deadlines are at risk.

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.

Education and Experience:

• Experience with, and demonstrated skill at, the following: Microsoft Office 2010 or higher particularly Outlook, Excel, Word and Visio.
• Preferred experience with consumer compliance guidelines and high risk processes at a financial institution.

Summary of Qualifications:

• Must possess strong analytical skills. Must have keen problem solving skills with the ability to examine facts and information given, ask the right questions, perform research, and be able to effectively communicate and document results.
• Must have advanced knowledge and/or experience in root cause analysis. Must consistently apply discretion and judgement skills and take independent action on matters directly affecting strategic goals.
• Ability to work effectively under pressure. Skilled at handling a variety of assignments simultaneously. Flexibility, ability, and willingness to work at a rapid pace in strict time frames.
• Ability to work independently and without direct or continuous supervisory support.
• Communicates effectively both orally and in writing; presents ideas in a clear, concise, understandable, and organized manner.
• Shows effective planning, organization, time management, and problem solving skills.
• Ability to read and interpret documents such as operating and maintenance instructions, and procedure manuals.
• A sound commitment to provide the high level of service necessary for accomplishment of the job and organization objectives while creating and maintaining a positive work environment.

Who is Merrick Bank? Founded over 20 years ago, Merrick Bank is a FDIC-insured Utah Industrial Loan Bank that originates loans with the benefit of low-cost deposit funding. Merrick Bank had $4.5 billion in assets and $3.1 billion in deposits as of March 31, 2021. Merrick Bank operates four main business lines: Credit Cards, Recreation Lending, Personal Loans and Merchant Acquiring.

Our Valued Employees are provided generous benefits, including:

• Competitive Pay
• Benefits Package -Medical, Dental and Vision (plus much more)
• 401(k) Plan with Company Match
• Short & Long Term Disability
• Group Life and AD&D Insurance
• Paid Vacation, Holidays, and Personal Days
• Employee Events, including Employee Appreciation Day, Holiday Party, etc.
• Tuition Reimbursement Program

Candidates must have unrestricted authority to work in the United States without sponsorship.

If this position is based in our Woodbury, Long Island office or Virtual, please note that ALL the work for this position must be performed outside of the five Boroughs of New York City.

Merrick Bank is an equal opportunity employer, and we evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status or any other legally protected characteristic. We will conduct a thorough background check for all hires in compliance with applicable law which includes (but may not be limited to) a review of factors including the applicant’s employment/personal references and drug testing.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: Hybrid remote in South Jordan, UT 84095

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