Client Support Analyst Merchant Services

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 gathers necessary documentation, facilitates communication, and upholds 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. Treat people with respect; keep commitments; inspire the trust of others; work ethically and with integrity; uphold organizational values; accept responsibility for own actions. Demonstrates knowledge of and adherence to EEO policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes working environment free of harassment of any type; builds a diverse workforce and supports affirmative action. Follows policies and procedures; completes tasks correctly and on time; supports the company's goals and values. Performs the position safely, without endangering the health or safety to themselves or others and will be expected to report potentially unsafe conditions. The employee shall comply with occupational safety and health standards and all rules, regulations and orders issued pursuant to the OSHA Act of 1970, which are applicable to one's own actions and conduct. Performs 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.

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 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.

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 age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), denial of Family and Medical Care Leave, disability (mental and physical) including HIV and AIDS, marital status, medical condition (cancer and genetic characteristics), genetic information, military and veteran status, national origin (including language use restrictions), race, sex (which includes pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, gender expression, and sexual orientation. 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 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.