Client Care Specialist

Banc of California•Santa Ana, CA

About The Position

The Client Care Specialist performs a variety of bank-related functions while providing an exceptional service experience to clients. The role follows company policies and procedures and applicable U.S. state and federal laws and regulations. It serves as a point of contact for clients and branches, supporting account maintenance, online and mobile banking, and debit card products and services. The specialist researches, resolves, or routes inquiries, completes service requests, and ensures card-service changes are delivered within agreed timeframes and in accordance with applicable requirements.

Requirements

Intermediate knowledge of Electronic Check Clearing House Organization and National Automated Clearing House Association rules.
Intermediate proficiency with computer terminals, personal computers, and Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.
Intermediate typing skills sufficient to meet the position’s production needs.
Intermediate math skills, including calculating interest and percentages; balancing accounts; performing arithmetic with whole numbers, fractions, and decimals; locating routine mathematical errors; computing rates, ratios, and percentages; and drafting and interpreting bar graphs.
Effective organizational and time management skills.
Oral, written, and interpersonal communication skills, including the ability to carry out instructions, interpret documents, understand procedures, write reports and correspondence, and communicate clearly with clients and employees.
Ability to hear and speak effectively when communicating by telephone.
Ability to work with general supervision while performing duties.
Ability to work in a collaborative, team-oriented environment.
Demonstrated passion for client service.
High school diploma or equivalent required.

Nice To Haves

Prior client service experience preferred.
Prior banking or financial services industry experience preferred.

Responsibilities

Answer incoming calls from clients and branches about checking and savings accounts, debit cards, certificates of deposit, and loans.
Serve as a contact for account maintenance needs for existing and new clients.
Troubleshoot and resolve inquiries about online banking websites and mobile applications, including maintenance and password support; provide support for third-party HOA, digital wallet, and other client-facing platforms as needed.
Troubleshoot and resolve complex inquiries regarding account activity when assigned to support clients.
Research and resolve client inquiries promptly or route them to appropriate parties for support and resolution.
Complete service request forms when applicable.
Perform maintenance and provide support for consumer and commercial debit card products.
Process maintenance and modification requests for existing card products and services.
Ensure card services are implemented and delivered within agreed timeframes and in accordance with policies, procedures, and regulatory requirements.
Follow established policies and procedures.
Perform other duties and projects as assigned.

Benefits

401(k) plan with company match and immediate vesting.
Medical, dental, vision, AD&D, supplemental life, and long-term disability insurance.
Pre-tax Health Savings Account with employer contributions and pre-tax Flexible Spending Account.
Adoption, surrogacy, and fertility assistance.
Paid parental leave and family support solutions, including care options for family members.
Paid vacation days, holidays, and volunteer time off for eligible team members.
Tuition reimbursement.
Annual mentorship program.
Leadership development resources.
Access to LinkedIn Learning.