Client Support Analyst – Merchant Services

Banc of California • Durham, NC

20h

About The Position

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.

Requirements

• 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

Responsibilities

• 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.

Benefits

• 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 offer adoption, 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees