Client Service Officer

Texas Capital•Dallas, NC

About The Position

The Client Service Officer manages complex banking operations and servicing activities, supporting operational performance, risk controls, process improvement, reporting, stakeholders, and team development. The role may support functional areas including commercial lending, deposit and treasury operations, client onboarding and KYC, payment operations, fraud and financial crimes operations, wealth or private banking, investment banking, digital banking, account maintenance and servicing, reconciliation and settlements, and loan servicing and documentation. The position oversees workflow and escalated transactions, helps ensure service levels and quality standards, and supports regulatory requirements and operational risk controls. It analyzes service performance and operational trends, contributes to process modernization and automation initiatives, and coordinates with business, technology, risk, and compliance partners. The role also provides guidance to analysts and senior analysts and assists with training, onboarding, and quality management. Duties may vary by individual position, and Texas Capital Bank may assign reasonably related additional duties consistent with departmental policy.

Requirements

Typically, 6–9 years of banking or financial services operations experience.
Experience managing complex operations processes and escalations.
Strong understanding of banking operations and servicing processes.
Knowledge of operational risk and controls.
Analytical and problem-solving capabilities.
Process improvement and continuous improvement mindset.
Strong organizational and prioritization skills.
Effective communication and stakeholder management skills.
Ability to operate in fast-paced, high-volume environments.
Leadership and mentoring capabilities.

Nice To Haves

Bachelor’s degree in Business, Finance, Accounting, or a related field preferred; equivalent operational banking experience may substitute for degree requirements.
Prior experience supporting operational risk, controls, and process improvement initiatives preferred.
Experience with operational, workflow, and reporting platforms such as ServiceNow, Salesforce, Nintex, Archer, Verafin, Microsoft Suite, PowerBI, Alloscape, and ACBS.

Responsibilities

Manage and oversee complex operational processes and servicing activities.
Review escalated transactions, exceptions, and operational issues.
Ensure operational activities meet established SLAs, quality standards, and regulatory requirements.
Coordinate daily workflow balancing and production support activities.
Monitor aging items, unresolved exceptions, and operational bottlenecks.
Support critical processing activities during high-volume or high-risk periods.
Execute and support operational risk and control activities.
Identify process control gaps and recommend mitigation strategies.
Support RCSA execution, issue remediation, audit responses, compliance reviews, procedure governance, and operational incident management.
Assist with implementation and monitoring of key controls and KPIs.
Escalate material operational risks and client impacts appropriately.
Lead or support process improvement initiatives focused on cycle time reduction, operational efficiency, capacity optimization, reduction of manual activities, and client experience enhancement.
Participate in process mapping and future-state design workshops.
Assist with workflow automation, AI-assisted operational capabilities, straight-through processing, and operational modernization initiatives.
Support business readiness and change management activities.
Analyze operational trends, capacity metrics, and service performance.
Produce and review operational reporting and dashboards.
Support staffing analysis, volume forecasting, productivity reporting, KPI management, and root cause analysis.
Identify recurring operational themes and improvement opportunities.
Serve as a key liaison between operations and business partners.
Support relationship managers, treasury sales, product teams, and client service teams.
Participate in operational governance and working group meetings.
Assist with escalated client servicing matters and operational inquiries.
Coordinate across operations, technology, risk, and compliance teams during incidents or process changes.
Provide guidance and mentorship to analysts and senior analysts.
Assist leadership with training, onboarding, and quality management activities.
Support workforce coordination and operational coverage planning.
Promote operational discipline, accountability, and a culture of continuous improvement.