Job Information
Banc of California Client Support Analyst – Merchant Services in Santa Ana, California
Description
BANC OF CALIFORNIA AND YOUR CAREER
Banc of California, Inc. (NYSE: BANC) is a bank holding company with over $34 billion in assets and the parent company of Banc of California. Banc of California is one of the nation’s premier relationship-based business banks, providing banking and treasury management services to small, middle market, and venture backed businesses. As the largest independent bank headquartered in California, the bank offers a broad range of loan and deposit products and services through a network of full-service branches and regional offices, as well as through digital and nationwide capabilities. The bank also provides full-service payment processing solutions to its clients and serves the Community Association Management industry nationwide through its technology forward platform, SmartStreet™. Banc of California is committed to supporting its local communities through the Banc of California Charitable Foundation and by partnering with organizations that promote financial literacy, job training, small business support, affordable housing, and more.
At Banc of California, our success is powered by our people and a shared commitment to delivering meaningful results. We foster an environment where entrepreneurial thinking is encouraged, and accountability and operational excellence are expected. Our team members are empowered to take ownership, make informed decisions, and make a meaningful impact as the bank continues to grow and evolve. We are dedicated to supporting your growth and wellbeing through comprehensive benefits, robust development opportunities, and inclusive programs that enable you to perform at your best. Together we win!
THE OPPORTUNITY
The Client Support Analyst for Merchant Services serves as the primary point of contact for client servicing inquiries, providing seamless support throughout the onboarding and underwriting processes. This role is integral to the business development and merchant acquisition cycle, ensuring both prospects and existing merchants experience efficient, thorough, and compliant onboarding. The Client Support gather necessary documentation, facilitate communication, and uphold the standards of excellence expected by our organization. Performs all duties in accordance with the Company’s policies and procedures, all U.S. state and federal laws and regulations, wherein the Company operates.
HOW YOU’LL MAKE A DIFFERENCE
Acts as the primary point of contact between clients and internal teams, ensuring all client inquiries regarding service are addressed promptly and professionally. Maintains close communications with merchants, business development managers, and underwriting staff to guarantee a smooth process from initial contact to account activation.
Manages the end-to-end onboarding experience for new merchant clients, including new account set-up, information verification, and documentation submission. Provides guidance and support to merchants, helping them navigate requirements and procedures, with an emphasis on speed, accuracy, and regulatory compliance.
Partners with business development teams to support merchant referrals and nurture prospects through the application and underwriting process. Ensures all materials and documents required for underwriting are submitted in a timely manner, facilitating quick decision-making, especially for prospects eligible for auto-approval or those in the “Pre-Fix” category.
Coordinates the gathering and submission of all necessary documentation for underwriting, including but not limited to business licenses, financial statements, and compliance forms. Works closely with the underwriting team to answer questions, fulfill requests, and expedite approvals for small business referrals and prospects falling under pre-determined auto-approval parameters.
Responsible for collecting, organizing, and storing all client-related documents and materials throughout the onboarding and underwriting cycle. Maintains up-to-date records in accordance with internal policies, regulatory standards, and privacy requirements.
Facilitates the onboarding business referrals by ensuring all necessary documents are gathered and submitted. Enter data into systems accurately and efficiently. Review and verify data for accuracy and completeness. Update records as needed to maintain high quality data standards. Provides extra support to business clients, understanding their unique needs and ensuring a personalized onboarding experience.
Educates merchants about products, platform features, and compliance requirements. Troubleshoots issues related to onboarding, documentation, and underwriting, providing clear resolutions and maintaining positive client relationships.
Proactively seeks opportunities to enhance the onboarding experience, streamline documentation workflows, and improve communication between all stakeholders. Participates in regular training and development to stay current on industry best practices and compliance requirements.
Provides timely and high-quality support for merchant clients as needed, corresponding via phone, email or other communication channels as appropriate.
Follow all established policies and procedures.
Perform other duties and projects as assigned.
WHAT YOU’LL BRING
Minimum of 2+ years' experience in client support, merchant acquiring, onboarding, or related financial services roles.
Strong understanding of underwriting processes, compliance, and regulatory requirements in payment processing or merchant services.
Understanding of payments network (Visa, Master Card, etc.) rules & bylaws.
Exceptional organizational skills, with keen attention to detail in document and materials management.
Excellent verbal and written communication skills, with the ability to convey complex information clearly and professionally.
Proficient in CRM platforms, document management systems, and Microsoft Office Suite.
Ability to manage multiple tasks simultaneously, prioritize effectively, and meet deadlines in a fast-paced environment.
Client-focused mindset, with demonstrated ability to resolve issues and deliver outstanding service.
Ability to work collaboratively across teams and departments.
High School diploma or equivalent required
HOW WE’LL SUPPORT YOU
Financial Security: You will be eligible to participate in the company’s 401k plan which includes a company match and immediate vesting.
Health & Well-Being: We offer comprehensive insurance options including medical, dental, vision, AD&D, supplemental life, long-term disability, pre-tax Health Savings Account with employer contributions, and pre-tax Flexible Spending Account (FSA).
Building & Supporting Your Family: Banc of California partners with providers that offeradoption, surrogacy, and fertility assistance as well as paid parental leave and family support solutions including care options for your family.
Paid Time Away: Eligible team members receive paid vacation days, holidays, and volunteer time off.
Career Growth Opportunities: To support career growth of our team members, we offer tuition reimbursement, an annual mentorship program, leadership development resources, access to LinkedIn Learning, and more.
SALARY RANGE
The base salary ultimately offered is determined through a review of education, industry experience, training, knowledge, skills, abilities of the applicant in alignment with market data and other factors.
Banc of California is an equal opportunity employer committed to creating a diverse workforce. All qualified applicants will receive consideration for employment without regard to their actual or perceived race (including traits associated with race, such as hair texture, hair type or protective hairstyles), religion or religious creed (including religious dress and grooming practices), color, sex (including pregnancy, childbirth, breastfeeding and related medical conditions), sexual orientation, gender, gender identity, gender expression, gender transitioning, citizenship status, national origin, ancestry, age, marital status, military or veteran status, medical condition, genetic information, or disability (mental or physical), requests for accommodation and any additional protected categories set forth in applicable federal, state or local laws. If you require reasonable accommodation as part of the application process, please contact Talent Acquisition.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
Equal Opportunity Employer
PacWest Bancorp and its affiliates are fully committed to the principles of equal opportunity and diversity. We take pride in building a workplace culture where all employees feel supported and respected, and have equal access to career and development opportunities without regard to race, religion/creed, color, national origin, age, marital status, ancestry, sex, gender (including pregnancy, childbirth, breastfeeding or related medical conditions), gender identity/expression, sexual orientation, veteran status, physical or mental disability, medical condition, military status, genetic information, or any other characteristic protected by federal, state or local laws.