Product & Experience Officer, Merchant Services

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:

• 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 Product & Experience Officer is a leadership role responsible for driving the strategic direction, innovation, and growth of FFB Bank's Merchant Services. This individual will lead product strategy, oversee customer experience initiatives, and develop high-value business relationships within the payments sector. As a key leader, this role will partner closely with internal sales leadership and teams, ISO partners, and executive stakeholders to expand FFB's market share in merchant services. The Product & Experience Officer will be instrumental in identifying growth levers, optimizing the bank’s payment suite offerings, and fostering innovation to stay ahead in the evolving payments landscape.  

Essential Duties: 

• Define, communicate, and execute the vision for FFB's Merchant Services products, leading business growth strategies and long-term planning to enhance competitive positioning. 
• Identify and capitalize on market trends, competitive insights, and emerging technologies to ensure best-in-class launch and support of merchant and partnership offerings. 
• Lead the ideation, development, launch, feedback loop for continuous enhancement, and execution of cutting-edge merchant payment solutions, ensuring alignment with evolving industry trends and customer needs. 
• Establish clear roadmaps, success metrics, and go-to-market strategies to ensure timely, successful product introductions. 
• Collaborate with senior bank leadership, external partners, Sales, Finance/Accounting, and technology teams to shape the future of payments and influence enterprise-wide digital transformation. 
• Set collaborative performance metrics for Product and Operational initiatives that foster teamwork and shared accountability for product success. 
• Oversee product positioning strategies to drive customer acquisition, increase processing volume, and maximize profitability across all payment channels, while measuring success through portfolio growth, product adoption rates and revenue impact. 
• Build, mentor, and lead a high-performing team responsible for product support, operational functions, and customer success. Establish a culture of accountability and excellence. 
• Develop strong relationships with high-value clients, ISO partners, and key financial industry stakeholders to enhance business opportunities and cross-sell banking solutions. 
• Implement best-in-class operational models that enhance efficiency, scalability, and regulatory compliance. Drive process improvements to optimize service delivery. 
• Champion process improvements, tracking KPIs (retention rates, product adoption, CSAT, quality assurance, etc.) from merchant onboarding to product support, reducing time to market and increasing service efficiency. 
• Spearhead initiatives in fintech partnerships, digital payment technologies, and automation to position FFB Bank as a market leader in payments innovation. 
• Stay current on fintech and merchant service trends; evaluate potential partnerships or technology integrations that expand or enhance the FFB’s offerings. 
• Represent FFB Bank at industry conferences, panels, and networking events to elevate the bank’s presence in the merchant services space.
• Participate in various bank and community functions and activities to promote the bank’s positive image and the Merchant Services department. 
• Understand and support bank philosophy, personnel policies, products, and campaigns to staff and public. 
• Maintain a thorough understanding of bank procedures and all banking regulations (such as Reg CC, Bank Secrecy Act, Reg E, Consumer Protection Regulations, etc.) as they pertain to the performance of your job 
• Other duties as assigned
• Travel Requirements:
• Expected to travel up to 10%, including but not limited to attending company meetings, training sessions, and corporate events, with travel typically being regional or local based on business needs.
• 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 preferred; comparable professional experience will be considered. 
• 10 years of experience in banking, financial services, or payments industry, with at least 5 years in a leadership role. 
• Proven success in driving business transformation and growth in merchant services. 
• Strong experience in strategic sales collaboration, client relationship management, and fintech partnerships.
• Visionary leadership with a track record of setting and executing strategic objectives. 
• Ability to navigate complex challenges and drive cross-functional collaboration. 
• High-level communication skills, with the ability to engage and influence C-suite executives. 
• Strong knowledge of banking regulations, risk management, and compliance within the payments sector. 
• Data-driven decision-making capabilities with expertise in performance analytics. 
• Current state driver’s license and a vehicle with appropriate insurance coverage if required to drive in the course of performing assigned duties and responsibilities.

Salary : $125,000 - $150,000