Client Services Utility Specialist

Citizens Business Bank•Rancho Cucamonga, CA

1d•$22 - $29

About The Position

The Client Services Utility Specialist is a cross‑functional role designed to provide flexible, expert‑level support to both the Client Services and Implementations teams during periods of high volume, escalations, or operational need. Leveraging deep Treasury Management product knowledge, this role supports complex client inquiries, implementation activities, escalations, training, and quality efforts while ensuring seamless transitions between onboarding and post‑implementation support.

Requirements

Associate degree (A. A.) or equivalent from two-year College or technical school; 3 to 5 years related experience and/or training; or equivalent combination of education and experience.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to work with mathematical concepts such as probability and statistical inference, draw and interpret bar graphs.
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Skilled in Microsoft Office Suite with a strong emphasis on Excel and database applications.
Proficiency with CRM systems
Advanced knowledge of Treasury Management products and systems.
Proven experience handling escalations and complex client scenarios.
Experience supporting or partnering with implementation/onboarding teams.
Strong communication, coaching, and collaboration skills.
Ability to manage competing priorities in a fast‑paced, high‑volume environment.
High attention to detail with a strong compliance and risk mindset.

Nice To Haves

3-5 years’ experience in Treasury Management including set up, data input, training and file testing is preferred.

Responsibilities

Serves as the primary subject matter expert (SME) on treasury services, including: Online Banking (ACH, Wires, Bill Pay) Remote Deposit Capture (scanner installation and support) Positive Pay and ACH Filter Image Cash Letter Lockbox and Cash Vault Secure File Transfer Protocol (SFTP)
Act as a primary escalation point for complex treasury‑related client inquiries, ensuring timely, accurate, and customer‑focused resolution.
Assist the Customer Service Support Supervisor with monitoring daily operations during peak volume periods to ensure adherence to service standards and regulatory requirements.
Assist Implementation Specialists and Supervisor with: Client setup validation System configuration review and testing File testing and troubleshooting Implementation readiness and go‑live support
Assist with implementation‑to‑Client‑Services handoffs to ensure continuity of service and minimize post‑go‑live issues.
Support Treasury Management system upgrades by validating and testing across system environments.
Provide one‑on‑one coaching and mentoring to Client Services associates and Implementation team members to address knowledge gaps.
Support implementation project execution by assisting with timelines, documentation, and client communications when volume requires.
Demonstrate flexibility by shifting responsibilities between Client Services and Implementations based on business demand.
Foster strong partnerships with Treasury Management Sales, Center Operations, Relationship Managers, and internal stakeholders.
Complies with, and stays abreast of, all policies and procedures, federal and state laws applicable to the job.
Provide, present, and promote The Citizens Experience to all external and internal customers.
Other duties as assigned.