Sr Customer Relationship Officer - Encino

Banc of California • Encino, CA

11d • Onsite

About The Position

Senior Customer Relationship Officers are primarily responsible for coaching and training the Teller team to process transactions accurately, efficiently, and in accordance with established policies and procedures. Senior Customer Relationship Officers create a positive team environment in Branch Banking by modeling excellent customer service, and coach Tellers by using in-depth policy and procedure knowledge to handle more complex transactions and issues. May step in as a team leader when needed. 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

• Minimum four years of recent experience in branch operations is required
• at least 1 year new accounts experience is preferred
• Solid understanding of Treasury Management including wire procedures and policies is required
• Mastery of all key branch systems; basic end-user knowledge of Word and Excel is required
• Detailed and accurate with ability to organize and prioritize; resourceful and reliable; solutions-oriented; draws on broad experience to effectively handle multiple functions at the same time including the ability to understand when and to whom to escalate is required
• Ability to manage increased complexity of staff or client relationship management, depending on branch size is required
• Ability to step in as a team leader when needed is required
• Models excellent client service and client relationships; ability to ensure client needs are fully resolved and can work through complex issues is required
• Responsive; establishes and maintains relationships internally and externally by understanding needs; can resolve many different issues and de-escalate situations, while knowing who to bring in when needed; can guide and support tellers in client resolution questions is required
• Engages, influences, and guides others reliable, credible, confident manner; ability to effectively interact with internal partners and high-touch clients is required
• Takes responsibility and initiative to learn and grow; stays current on all new products, technology, and procedures and other coming changes is required
• Knows what action to take and able to problem solve without extensive direction and is effective across multiple concurrent tasks is required
• Accountable for handling appropriate level of risk and making decisions appropriate to level is required
• High School diploma or equivalent required

Responsibilities

• Provide support to the Branch Operations Manager with Teller supervision by coaching and mentoring performance relative to losses, differences, and mitigating risk. When appropriate, assist with coaching for improved performance.
• Approve customer and Bank transactions within established limits, including Cashier’s Checks, wire transfers and deposit processing.
• Ensure training and review of banking policies and procedures are implemented within staff.
• Contribute significantly to the branch’s overall audit and certification results.
• Ensure branch security including the security and accountability of all cash and negotiable items.
• Maintain appropriate branch and ATM cash limits
• Have a knowledge of new accounts and be a reliable back-up. This requires handling all facets of new accounts, including opening accounts, superseding accounts and research projects.
• Respond to emails, calls and other requests from back-office Operations and other business units.
• Identify customer needs and refer financial products and services.
• Involved with interviewing and hiring decisions.
• Prepare and deliver employee performance evaluations, goal planning, and counseling.
• Manage, support, coach and train employees.
• Follow all established policies and procedures.
• Perform other duties and projects as assigned.

Benefits

• eligible to participate in the company’s 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
• an 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