HOA Senior Client Services Specialist

Banc of California • Irvine, CA

38d

About The Position

The Senior Client Services 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. We’re seeking a qualified person that will service client’s needs, have amazing follow up skills and seek first touch resolution on all requests. The qualified candidate will be resourceful to come up with solutions for the client’s needs and seek for efficiencies and improving our servicing efforts. The qualified candidate will be influential with galvanizing clients around requirements needed for their servicing needs. The candidate must possess the skillset of enablement and tenacity of having a passion for helping others and overcoming obstacles to complete a client’s request. Provide account exception approvals when needed. Prioritize daily Department workflow, while also providing top level support for customers, co-workers, upper management and other internal Departments. 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

• High School diploma or equivalent required
• Minimum 3 years’ banking experience in call center, branch banking, or customer service required
• Excellent written and verbal communication skills
• Microsoft Office suite Knowledge of IBS/Deposit Origination, Image Center, Vision Content preferred

Nice To Haves

• Branch banking experience is preferred

Responsibilities

• Provide top level client service and support via email and over the phone
• Provide research assistance and information to customers
• Provide website navigation and low-level technical support
• Process monetary transactions for customer accounts
• Process account maintenance/updates & corrections on IBS
• Complete client requests in a timely manner that’s governed by our established service level agreements
• Resolve client disputes by using independent judgment and knowledge of bank policies and procedures
• Relentless follow up and prioritization skill set is required
• Must be able to handle tight deadlines on requests, specifically fraud intake requests
• Complete and resolve exception items that involve orphaned debits/credits
• Handle large items and non-post resolutions and approvals.
• Assist department Manager in the mitigation of loss and security.
• Accurately review and, where needed, approve, completed Department work.
• Signing authority where appropriate.
• Manage, resolve and perform workflow on requests from internal/external parties that are received to internal group mailbox
• Possess strong discernment and be risk adverse, when processing client monetary requests
• 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 strong understanding of HOA Client Service and Bank’s policy & procedures and the Bank’s services and products for client support
• Must possess overwhelming curiosity of understanding the mechanics of HOA business and exploring solutions for our clients
• Must possess great verbal and written communication skills to communicate research findings to clients on remittance or depository items
• 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.

Benefits

• Financial Security: You will be eligible to participate in the company’s 401k plan which includes a company match and immediate vesting.
• Health & Well-Being: We offer 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).
• Building & Supporting Your Family: Banc of California partners with providers that offer adoption, surrogacy, and fertility assistance as well as paid parental leave and family support solutions including care options for your family.
• Paid Time Away: Eligible team members receive paid vacation days, holidays, and volunteer time off.
• Career Growth Opportunities: To support career growth of our team members, we offer tuition reimbursement, an annual mentorship program, leadership development resources, access to LinkedIn Learning, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED