Company:
Banc of California
Location: Santa Ana
Closing Date: 21/10/2024
Hours: Full Time
Type: Permanent
Job Requirements / Description
Overview:
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
The Client Care Team Lead serves as the bridge between management and the front-line Call Center team members, providing leadership, coaching and guidance to the staff to ensure our clients, branches and business partners receive exceptional service. Performs a variety of other related functions. Ensures the performance of Call Center duties in accordance with the company’s policies and procedures, all U.S. state and federal laws and regulations, wherein the company operates.
Responsibilities:
Assists with escalated issues for the Client Services Contact Center, other business areas and clients. Ensures all issues are resolved and supports the company’s goals and values.
Processes, reconciles and/or approves routine and complex transactions of varying risk and financial value in accordance with established policies and procedures. Transactions include, but are not limited to, account and debit card maintenance, monetary transfers, account closure requests, stop payments, digital banking support, Zelle increases, etc. Collaborates internally with service partners to route calls, documents or other action items to complete transactions. May interact with external customers to complete transactions.
Reviews transactions and related documents and verifies work processes to ensure completeness, accuracy and conformance to established service levels and applicable policies and procedures. May review reports to identify exceptions, monitor quality and ensure compliance.
Coordinates daily activities of the team, effective delegation of assignments, maintaining work schedules, and providing necessary training. Will rotate on the Saturday schedule and act as the Supervisor on duty in the manager’s absence.
May support call monitoring activities. Utilizes workforce management system to monitor calls and completes quality forms. Provides feedback and training on improving the overall service experience. Tracking and measuring results and provides ongoing feedback to the team.
Leads by example, assumes Call Center responsibilities where a gap needs to be filled. Sets high standards & follows established bank policies and procedures, meets and adheres to audit requirements.
Consistently evaluates processes and looks for ways to improve overall productivity and accuracy.
Continually develops and maintains a working knowledge of internal policies and procedures to effectively assist all clients.
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.
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.
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.
Qualifications:
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 and NACHA Rules.
Strong passion for client services.
Ability to work in a collaborative, team-oriented environment.
Intermediate skills in computer terminal and personal computer operation; Microsoft Office applications including but not limited to: Word, Excel, PowerPoint and Outlook.
Intermediate math skills; calculate interest and percentages; balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; locate routine mathematical errors; compute rate, ratio and percent, including the drafting and interpretation of bar graphs.
Effective organizational and time management skills.
Exceptional oral, written and interpersonal communication skills.
Ability to make decisions that have moderate impact on the immediate work unit and cross functional departments.
Ability to organize and prioritize work schedules on a short-term and long-term basis.
Ability to provide consultation and expert advice to management.
Ability to deal with complex difficult problems involving multiple facets and variables in non-standardized situations.
Ability to work with little to no supervision while performing duties.
Intermediate/ working knowledge of workforce management, quality monitoring & phone systems.
Intermediate working knowledge of Microsoft Excel.
High School diploma required
Minimum of 3 years of customer service experience required. Supervisory or team lead experience of 1-3 years is preferred.
Minimum of 1 year of banking experience is highly preferred.
Intermediate/ working knowledge of workforce management, quality monitoring & phone systems.
Intermediate working knowledge of Microsoft Excel.
Salary Range: $49,296.00- 73,944.00 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.
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
The Client Care Team Lead serves as the bridge between management and the front-line Call Center team members, providing leadership, coaching and guidance to the staff to ensure our clients, branches and business partners receive exceptional service. Performs a variety of other related functions. Ensures the performance of Call Center duties in accordance with the company’s policies and procedures, all U.S. state and federal laws and regulations, wherein the company operates.
Responsibilities:
Assists with escalated issues for the Client Services Contact Center, other business areas and clients. Ensures all issues are resolved and supports the company’s goals and values.
Processes, reconciles and/or approves routine and complex transactions of varying risk and financial value in accordance with established policies and procedures. Transactions include, but are not limited to, account and debit card maintenance, monetary transfers, account closure requests, stop payments, digital banking support, Zelle increases, etc. Collaborates internally with service partners to route calls, documents or other action items to complete transactions. May interact with external customers to complete transactions.
Reviews transactions and related documents and verifies work processes to ensure completeness, accuracy and conformance to established service levels and applicable policies and procedures. May review reports to identify exceptions, monitor quality and ensure compliance.
Coordinates daily activities of the team, effective delegation of assignments, maintaining work schedules, and providing necessary training. Will rotate on the Saturday schedule and act as the Supervisor on duty in the manager’s absence.
May support call monitoring activities. Utilizes workforce management system to monitor calls and completes quality forms. Provides feedback and training on improving the overall service experience. Tracking and measuring results and provides ongoing feedback to the team.
Leads by example, assumes Call Center responsibilities where a gap needs to be filled. Sets high standards & follows established bank policies and procedures, meets and adheres to audit requirements.
Consistently evaluates processes and looks for ways to improve overall productivity and accuracy.
Continually develops and maintains a working knowledge of internal policies and procedures to effectively assist all clients.
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.
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.
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.
Qualifications:
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 and NACHA Rules.
Strong passion for client services.
Ability to work in a collaborative, team-oriented environment.
Intermediate skills in computer terminal and personal computer operation; Microsoft Office applications including but not limited to: Word, Excel, PowerPoint and Outlook.
Intermediate math skills; calculate interest and percentages; balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; locate routine mathematical errors; compute rate, ratio and percent, including the drafting and interpretation of bar graphs.
Effective organizational and time management skills.
Exceptional oral, written and interpersonal communication skills.
Ability to make decisions that have moderate impact on the immediate work unit and cross functional departments.
Ability to organize and prioritize work schedules on a short-term and long-term basis.
Ability to provide consultation and expert advice to management.
Ability to deal with complex difficult problems involving multiple facets and variables in non-standardized situations.
Ability to work with little to no supervision while performing duties.
Intermediate/ working knowledge of workforce management, quality monitoring & phone systems.
Intermediate working knowledge of Microsoft Excel.
High School diploma required
Minimum of 3 years of customer service experience required. Supervisory or team lead experience of 1-3 years is preferred.
Minimum of 1 year of banking experience is highly preferred.
Intermediate/ working knowledge of workforce management, quality monitoring & phone systems.
Intermediate working knowledge of Microsoft Excel.
Salary Range: $49,296.00- 73,944.00 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.
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