Client Service Officer

Texas Capital Bank•Richardson, TX

About The Position

The Client Service Officer manages complex banking operations and servicing activities, supports operational risk and controls, and contributes to process improvement and modernization. The role monitors service performance, operational issues, workflow, and client impacts while coordinating with business partners and teams across operations, technology, risk, and compliance. It also provides guidance to analysts and supports training, onboarding, quality management, and workforce coordination. Functional areas may include commercial lending, deposit and treasury operations, client onboarding and KYC, payments, fraud and financial crimes, wealth or private banking, investment banking, digital banking, account maintenance, reconciliation and settlements, and loan servicing.

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 work 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.
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 service-level agreements, quality standards, and regulatory requirements.
Coordinate daily workflow balancing and production support; monitor aging items, unresolved exceptions, and bottlenecks.
Support critical processing during high-volume or high-risk periods.
Execute and support operational risk and control activities; identify control gaps and recommend mitigations.
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, and escalate material operational risks and client impacts.
Lead or support process improvement initiatives focused on cycle time, efficiency, capacity, manual work reduction, and client experience.
Participate in process mapping and future-state design; assist with workflow automation, AI-assisted capabilities, straight-through processing, and operational modernization.
Support business readiness and change management activities.
Analyze operational trends, capacity metrics, and service performance; produce and review reporting and dashboards.
Support staffing analysis, volume forecasting, productivity reporting, KPI management, and root cause analysis.
Identify recurring operational themes and opportunities for improvement.
Act as a liaison between operations and business partners, supporting 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 during incidents or process changes.
Guide and mentor analysts and senior analysts; assist with training, onboarding, and quality management.
Support workforce coordination and operational coverage planning, and promote operational discipline, accountability, and continuous improvement.