HOA Client Services Specialist (TEMP up to 6 months)

Banc of California•Santa Ana, CA

About The Position

The Client Service Specialist is a pivotal member of the HOA Services Organization. This representative will play a key role in client satisfaction and client retention by supporting a multi-billion dollar client base consisting of HOA Property Management companies. These Property Management companies are seeking support with payment/depository research, copies of statements and website navigation of our proprietary technology, the 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. 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

Required: 3-5 years’ work experience in Financial Institutions.
1-2 years’ work experience in Customer Service preferred
1-2 years’ work experience in Call Center preferred
2-3 years’ work experience in Banking Branch preferred
Required: High School or equivalent
Able to complete work daily under tight deadlines
Branch teller skills
Great multi-tasker
Ability to communicate appropriately and effectively with all members of the organization
Highly self-motivated and ability to work independently
Proven analytical, evaluative, and problem-solving abilities
Ability to handle multiple projects and work in a collaborative setting
Amazing interpersonal skills and team player
Great influence on others
Excellent written and verbal communication skills
Strong proficiency with MS Office suite required (MS Word, Excel and PowerPoint)

Nice To Haves

Associate’s degree preferred.
HOA Banking experience preferred.
Extremely knowledgeable on banking processes, chargebacks and returns preferred.

Responsibilities

Front line client service support
Provide phone support to client(s) via inbound calls
Must exercise independent judgement and discretion on matters of significance to both the client and the bank. This requires the ability to interpret and implement bank policies and procedures, while balancing that with the needs of the client
Have a strong understanding of HOA Client Service and Bank’s policy & procedures
Possess strong discernment and be risk adverse, when processing client monetary requests
Provide website navigation and low-level technical support
Complete client requests in a timely manner that’s governed by our established service level agreements
Process monetary transactions for customer accounts
Process account maintenance/updates & corrections on IBS
Strong knowledge of the Bank’s services and products for client support
Provide research assistance and information to customers.
Resolve customer disputes by using independent judgment and knowledge of bank policies and procedures
Must possess overwhelming curiosity of understanding the mechanics of HOA business and exploring solutions for our clients
Relentless follow up and prioritization skill set is required
Must possess great communication skills verbally and written to communicate research findings to clients on remittance or depository items
Must be able to handle tight deadlines on requests, specifically fraud intake requests
Treat people with respect; keep commitments; inspire the trust of others; work ethically and with integrity; uphold organizational values; accept responsibility for own actions.
Demonstrates knowledge of and adherence to EEO policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes working environment free of harassment of any type; builds a diverse workforce and supports affirmative action.
Follows policies and procedures; completes tasks correctly and on time; supports the company’s goals and values.
Performs the position safely, without endangering the health or safety to themselves or others and will be expected to report potentially unsafe conditions. The employee shall comply with occupational safety and health standards and all rules, regulations and orders issued pursuant to the OSHA Act of 1970, which are applicable to one’s own actions and conduct.
Performs other duties and projects as assigned.