Officer, Client Services Manager - Banc of California

Banc of California, Inc. (NYSE: BANC) is a bank holding company headquartered in Los Angeles with one wholly-owned banking subsidiary, Banc of California (the “bank”). Banc of California is one of the nation’s premier relationship-based business banks focused on providing banking and treasury management services to small-, middle-market, and venture-backed businesses. Banc of California offers a broad range of loan and deposit products and services through more than 70 full-service branches throughout California and in Denver, Colorado, and Durham, North Carolina, as well as full-stack payment processing solutions through its subsidiary, Deepstack Technologies. The bank is committed to its local communities by supporting organizations that provide financial literacy and job training, small business support, affordable housing, and more.

Job Summary

Responsible for providing leadership, coaching and guidance to Client Services Team.  Manages client feedback program, handles customer escalations, quality monitoring, and reporting.  Performs a variety of other bank related functions, while providing an exceptional customer service experience to our customers and branches. Ensures the performance of 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 personnel actions including performance appraisals, disciplinary actions, and interviewing candidates for employment; supervises the daily activities of the team including, but not limited to, effective delegation of assignments, developing work schedules and providing necessary training.
• Oversees call center scheduling and workforce management.  Analyzes volume and trends to ensure adequate staffing levels and goals are met.
• Responsible for development, training, call monitoring, and coaching call center staff through challenging customer service issues.
• Conducts system-platform analysis, assessing areas of improvement in protocols and processes, analyzing call center data to preparing reports for upper management.
• Evaluates staff effectiveness, productivity, and performance for increased efficiency.
• Utilizes workforce management system to monitor performance and develop quality forms that reflect the critical areas of service, compliance, and procedures.  Reviews results and areas of opportunity with Supervisors to ensure the highest delivery of service is being provided to customers and branches.
• Monitors phone call volume throughout the day in phone management system and takes action as needed based on volume.  Develops daily, weekly, and monthly reporting.
• Provides feedback and ongoing coaching to Supervisors on team performance and productivity.
• Reviews Interactive Voice Response (IVR) call routing, options and volume.  Develops business plans to improve the customer experience and efficiencies in the system.  
• Tracks types of calls, creates a reporting tool and identifies areas of opportunity. 
• Partners with key internal business partners on department related work and activities.
• Continually develops and maintains a working knowledge of internal policies and procedures to effectively assist all customers.
• Performs duties specific to the position and other functions as assigned.
• Follows established bank policies & procedures, meets and adheres to audit standards.  Supports the company’s goals and values.
• Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions.
• 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.

Banc of California is an equal opportunity employer committed to creating a diverse workforce. All qualified applicants will receive consideration for employment without regard to age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), denial of Family and Medical Care Leave, disability (mental and physical) including HIV and AIDS, marital status, medical condition (cancer and genetic characteristics), genetic information, military and veteran status, national origin (including language use restrictions), race, sex (which includes pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, gender expression, and sexual orientation. If you require reasonable accommodation as part of the application process please contact Talent Acquisition Partner.

• Demonstrate a passion for customer service.
• Ability to work in a collaborative, team-oriented environment.
• Strong verbal and communication skills.
• Intermediate computer skills.
• Ability to work with no supervision while performing duties.
• Ability to maintain confidential customer and company information.
• Demonstrates knowledge of, adherence to, monitoring and responsibility for compliance with state and federal regulations and laws as they pertain to this position including but not limited to the following: Regulation Z (Truth in Lending Act), Regulation B (Equal Credit Opportunity Act), Fair Housing Act (FHA), Home Mortgage Disclosure Act (HMDA), Real Estate Settlement Procedures Act (RESPA), Fair Credit Reporting Act (FCRA), Bank Secrecy Act (BSA) in conjunction with the USA PATRIOT Act, Anti-Money Laundering (AML) and Customer Information Program (CIP), Right to Financial Privacy Act (RFPA, state and federal) and Community Reinvestment Act (CRA)
• 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.
• Demonstrate knowledge of, adherence to ECCHO Rules, NACHA Rules.
• Must demonstrate a passion for customer service.
• High School Diploma, College Degree preferred.
• Minimum 3 years Call Center management experience.
• Minimum 3 years Interactive Voice Response (IVR) experience.
• Minimum 3 years Digital Banking and Zelle experience.
• Minimum 3 years banking and risk management experience with a focus on process improvement and enhancing the client experience.   
• Experience with workforce management, scheduling and call monitoring.
• Intermediate/Advanced working knowledge of Microsoft Excel.

Salary Range: $74,984.00- 115,00.00 USD;  Final salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with geographic/market data.