Merchant Card Customer Service Manager jobs in Visalia, CA

Description

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:

•  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:

As an Underwriting Manager, you are primarily responsible for providing training, support, and guidance to the Underwriting team. The Underwriting Manager is tasked with ensuring that the Underwriting team complies with the goals, objectives, and standards of the organization to meet SLAs and provide partners with a best-in-class customer experience. 

Essential Duties:

• Leads the activities of a senior underwriting team to ensure timely and accurate completion of work, appropriate assignment of merchant applications and tasks, as well as compliance with corporate objectives and standards.
• Performs effective personnel management through staffing, performance reviews, performance improvement plans, disciplinary actions, and supervising the daily activities of direct reports.
• Develops credit and risk policies, processes, and infrastructure to ensure timely, comprehensive review and decision-making of merchant and agent applications, regular monitoring of accounts and transactions, etc.
• Develops a Periodic Review Process consistent with Credit Policy and utilizing sound credit judgement.
• Manages and monitors the flow of incoming merchant applications to ensure timely and sound credit decisions.
• Ensures data integrity within CRM and document repositories.
• Ensures effective communication on pending applications and application decisions with RM, Sales, and leadership teams.
• Provides comprehensive assessment of a merchant’s creditworthiness, including credit reports, TIN/OFAC checks, identity theft, bank account, and address verifications.
• Monitors and measure credit risks, liabilities and exposures to the merchant services business by instituting and maintaining sound Underwriting criteria, evaluating applications for both fraud and credit exposure, reviewing credit reports and financial statements and re-underwriting merchants where appropriate.
• Understands and analyzes Consumer Credit Reports.
• Reads and analyzes Financial Statements.
• Reviews and analyzes both Business Bank Statements and Merchant Processing Statements with chargeback and refund exposure.
• Effectively identifies fraudulent merchant application submissions through thorough analysis and use of internal and external underwriting tools. 
• Understands the credit/risk scales and all policies in depth.
• Interacts with both internal and external sales agents and merchants to resolve all pending items needed to decide on an application.
• 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.

Requirements

• Bachelor’s degree from a 4-year accredited college or university in Business, Finance, Accounting, or similar study preferred. 
• 6 years of merchant services underwriting experience required. 
• Experience with TSYS, IRIS CRM preferred. 
• Direct experience in transaction or payment processing, a complete understanding of the positioning of all of our products, strong knowledge of risk processes.
• Knowledge of high-risk industries including Nutraceuticals, Gaming, Online Casino, etc. and understanding of all applicable state/federal/local regulations and laws.
• Knowledge of Payment Facilitator models and oversight requirements.
• Exceptional verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, train personnel, write reports, write business correspondence, write procedures, and the ability to communicate clearly to customers and employees.
• Ability to work in a fast pace dynamic environment. 
• Ability to independently underwrite concurrence applications, within approval authority, consistent with underwriting policies.
• Ability to take initiative and effect change through consensus building, negotiation, and conflict resolution.