HOA Client Services Analyst

Banc of California • Peachtree Corners, GA

1d • $56,500 - $85,000

About The Position

The HOA Client Services Analyst provides a concierge touch in the servicing model and plays a key role in client satisfaction and retention by supporting a multi-billion dollar client base of HOA Property Management companies with payment and depository research, statement requests, and navigation of the proprietary HOA Platform. 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

• 3-5 years’ work experience in financial institutions.
• Ability to complete work daily under tight deadlines.
• Branch teller skills.
• Strong multitasking skills.
• Ability to communicate appropriately and effectively with all members of the organization.
• Highly self-motivated with the ability to work independently.
• Proven analytical, evaluative, and problem-solving abilities.
• Ability to handle multiple projects and work in a collaborative setting.
• Strong interpersonal skills and ability to work as a team player.
• Ability to influence others.
• Excellent written and verbal communication skills.
• Strong proficiency with MS Office suite required, including MS Word, Excel, and PowerPoint.
• High school diploma or equivalent required.

Nice To Haves

• 1-2 years’ work experience in Customer Service preferred.
• 1-2 years’ work experience in a Call Center preferred.
• 2-3 years’ work experience in a Banking Branch preferred.
• Associate’s degree preferred.
• HOA Banking experience preferred.
• Extensive knowledge of banking processes, chargebacks, and returns preferred.

Responsibilities

• Provide front-line client service support.
• Provide phone support to clients through inbound calls.
• Exercise independent judgment and discretion on matters of significance to both the client and the bank, including interpreting and implementing bank policies and procedures while balancing client needs.
• Maintain a strong understanding of HOA Client Service and the Bank’s policies and procedures.
• Exercise strong discernment and a risk-averse approach when processing client monetary requests.
• Provide website navigation and low-level technical support.
• Complete client requests in a timely manner in accordance with established service level agreements.
• Process monetary transactions for customer accounts.
• Process account maintenance, updates, and corrections on IBS.
• Apply strong knowledge of the Bank’s services and products to support clients.
• Provide research assistance and information to customers.
• Resolve customer disputes using independent judgment and knowledge of bank policies and procedures.
• Demonstrate curiosity in understanding the mechanics of the HOA business and exploring solutions for clients.
• Provide consistent follow-up and effectively prioritize work.
• Communicate research findings regarding remittance or depository items effectively, both verbally and in writing.
• Handle tight deadlines on requests, specifically fraud intake requests.
• 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