Client Care Officer

Banc of California • Santa Ana, CA

7d • Onsite

About The Position

The Client Care Officer serves as a senior resource within the Client Care team, acting as a subject matter expert, escalation point, and operational leader. This role partners closely with Client Care Specialists, branches, business partners, and clients to deliver exceptional service while ensuring operational excellence, regulatory compliance, and adherence to established service standards. The Client Care Officer supports daily operations, workforce management activities, employee development, process improvement initiatives, and the resolution of complex client issues while helping ensure client interactions reflect the Bank’s commitment to responsive service, operational excellence, and relationship-focused banking. 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 two years of customer service experience.
• Intermediate working knowledge of workforce management, quality monitoring, and phone systems.
• Knowledge of and adherence to ECCHO and NACHA Rules.
• Strong passion for client service.
• Ability to work in a collaborative, team-oriented environment.
• Intermediate computer terminal and personal computer skills, including Microsoft Office applications such as Word, Excel, PowerPoint, and Outlook.
• Intermediate working knowledge of Microsoft Excel.
• Intermediate math skills, including the ability to calculate interest and percentages; balance accounts; add, subtract, multiply, and divide using whole numbers, common fractions, and decimals; locate routine mathematical errors; and compute rates, ratios, and percentages, including drafting and interpreting bar graphs.
• Effective organizational and time management skills.
• Exceptional oral, written, and interpersonal communication skills.
• Ability to make decisions that have a moderate impact on the immediate work unit and cross-functional departments.
• Ability to organize and prioritize short-term and long-term work schedules.
• Ability to provide consultation and expert advice to management.
• Ability to address complex and difficult problems involving multiple facets and variables in non-standardized situations.
• Ability to work with little to no supervision while performing duties.
• Knowledge of, adherence to, monitoring of, and responsibility for compliance with applicable state and federal regulations and laws, including Regulation Z, Regulation B, the Fair Housing Act, the Home Mortgage Disclosure Act, the Real Estate Settlement Procedures Act, the Fair Credit Reporting Act, the Bank Secrecy Act in conjunction with the USA PATRIOT Act, Anti-Money Laundering requirements, the Customer Information Program, the Right to Financial Privacy Act, and the Community Reinvestment Act.
• High school diploma or equivalent required.

Nice To Haves

• One to two years of supervisory or team lead experience preferred.
• Minimum of one year of banking experience highly preferred.

Responsibilities

• Serve as the day-to-day operational lead and subject matter expert for Client Care Specialists, providing guidance, coaching, and real-time support to promote service excellence and consistent execution of department procedures.
• Assist with escalated issues for the Client Care Contact Center, branches, other business areas, and clients. Act as an escalation point for client needs and ensure issues are researched, routed, and resolved in a manner that supports the Company’s goals and values.
• Identify opportunities to improve processes, enhance client satisfaction, reduce operational risk, and increase departmental efficiency. Participate in system implementations, testing activities, and process improvement initiatives as assigned.
• Manage Client Care mailboxes, ensuring requests are reviewed, prioritized, routed appropriately, and monitored through completion to deliver a timely and positive client experience.
• Perform quality reviews of prior-day client interactions and callback activity, including debit card servicing, Zelle requests, maintenance transactions, change-of-address requests, and other service activities, to ensure proper documentation, follow-up, and resolution.
• Complete daily operational reviews, reporting, reconciliations, and exception management activities, including Falcon, ATM, Accounts in Process, and other departmental reports, to support operational effectiveness and risk mitigation.
• Process, balance, review, and approve routine and complex transactions in accordance with established policies and procedures. Responsibilities include account maintenance, monetary transfers, account closures, stop payments, digital banking support, debit card maintenance, Zelle servicing, and other client-related requests.
• Support workforce management activities, including scheduling, coverage planning, adherence monitoring, queue oversight, and service-level performance, to promote efficient staffing and a strong client experience.
• Assist in the development and maintenance of procedures, job aids, FAQs, training materials, and reference guides to improve operational consistency and employee effectiveness.
• Review transactions, reports, and related documents to verify completeness, accuracy, appropriate documentation, and conformance with established service levels and applicable policies and procedures.
• Model accountability, professionalism, collaboration, and service excellence. Serve as a trusted team resource and foster a culture focused on quality, continuous improvement, and client-centered service.
• Continually develop and maintain a working knowledge of internal policies, procedures, products, systems, and regulatory requirements to effectively support Client Care Specialists, clients, branches, and business partners.
• Follow all established policies and procedures.
• Perform other duties and projects as assigned.

Benefits

• 401k plan which includes a company match and immediate vesting.
• 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).
• Adoption, surrogacy, and fertility assistance.
• Paid parental leave and family support solutions including care options for your family.
• Paid vacation days, holidays, and volunteer time off.
• Tuition reimbursement.
• Annual mentorship program.
• Leadership development resources.
• Access to LinkedIn Learning.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED