Client Experience Specialist II, Merchant Services

Who We Are: 

FFB, a dynamic and acclaimed single-branch bank born in the heart of Fresno, CA in 2005, is on a mission to redefine the banking experience. Our commitment to delivering top-notch banking services has propelled us to the forefront of the industry, earning us accolades and recognition. At FFB, we recognize the uniqueness of each individual who walks through our doors, and our dedicated team strives to craft personalized banking solutions that cater to their distinct needs.

What sets FFB apart is not just our Fresno roots but the diverse talents that make up our team, hailing from every corner of the country. We firmly believe that our people are our greatest strength, and we're constantly on the lookout for ambitious and passionate individuals who align with FFB's vision, regardless of their location.

If you're ready to be part of a winning team and contribute to our ongoing success story, we invite you to apply and join the FFB family!

Recent Achievements Speak Louder Than Words:

• 2024 - American Banker - #1 Top Performing Publicly Traded Bank with under $2b in assets 
• 2023 - American Banker - "Top 5" Community Bank in the Country #4 
• 2023 - OTCQX - Best 50 Companies #3 
• 2023 - 5-star Rating Bauer Financial 

What You Should Expect While Working at FFB:

• Company ownership through our Employee Stock Ownership Program (ESOP)
• A friendly, close-Knit work culture that encourages growth 
• Opportunities to Participate in Community Networking Events 
• Benefits Package

o Medical/Dental/Vision

o Life Insurance

o Paid Vacation

o 401(k) Retirement Plan

o Training & Development

o Tuition Reimbursement

o Employee Assistance Program

o Internal Job Posting & Referral Program

Ideal Candidate: 

FFB prides itself on its core values of Teamwork, Relationship, Authenticity, and Commitment (TRAC). We expect that our team members will reflect these values in the workplace in various ways: 

• Teamwork – We collaborate, hold each other accountable, and win together. 
• Relationship – We are trustworthy, transparent, and respectful. 
• Authentic – We are humble, vulnerable, and we speak up. 
• Commitment – We are owners...Be hungry, responsive, and have a sense of urgency.

About the Position:

The Client Experience Specialist II is responsible for supporting FFB Payments’ merchant payments processing business, including Visa, MasterCard, Discover, American Express, electronic check acceptance, and gift cards. This role provides technical support for related hardware and software while working closely with internal teams to meet the needs of existing clients. The Client Experience Specialist II handles remote merchant account implementations and offers ongoing support to ensure client satisfaction and retention. This position requires strong communication skills, professionalism, excellent time management, and a proactive approach to identifying opportunities for process improvements within the division.

Essential Duties: 

• Keys to success for the Client Experience Specialist II position include strong communication, customer service skills, creativity, persistence, and the ability to handle anything that comes your way as well as the following requirements:
• Provide direct, white glove support & service to merchants as it relates to all merchant services products and services.
• Provide education on product solutions to existing merchants.
• Open, manage both general and technical support tickets for existing merchants.
• Provide ongoing feedback of processes and procedures while looking for ways we can improve.
• Understand and support bank philosophy, personnel policies, products, and campaigns to staff and the general public.
• Maintain a thorough understanding of bank procedures and all banking regulations as they pertain to the performance of your job.
• Act as the key contact for PCI Compliance, Retention, and Quality Assurance
• 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. 
• Assures compliance with all Bank policies, procedures and processes, and all applicable state and federal banking laws, rules, and regulations, and adheres to Bank Secrecy Act (BSA) responsibilities that are specific to the position.
• Follows policies and procedures; completes administrative tasks correctly and on time, including mandatory Bank Compliance Training; supports the Bank’s goals and values; benefits the bank through outside activities.
• Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions.

• 5 or more years of customer service and technical support experience 
• 1 year or more experience in merchant services payments processing
• Substantial knowledge of processing platforms such as TSYS or Fiserv
• Ability to manage multiple tasks and deadlines simultaneously 
• Ability to communicate with C-Suite level clients, internal business partners, and peers professionally and effectively 
• Proficient computer skills including Outlook and Microsoft Office 365 products
• Ability to travel up to 25% annually