Client Care Officer

BANC OF CALIFORNIA AND YOUR CAREER

Banc of California, Inc. (NYSE: BANC) is a bank holding company with over $34 billion in assets and the parent company of Banc of California. Banc of California is one of the nation’s premier relationship-based business banks, providing banking and treasury management services to small, middle market, and venture backed businesses. As the largest independent bank headquartered in California, the bank offers a broad range of loan and deposit products and services through a network of full-service branches and regional offices, as well as through digital and nationwide capabilities. The bank also provides full-service payment processing solutions to its clients and serves the Community Association Management industry nationwide through its technology forward platform, SmartStreet. Banc of California is committed to supporting its local communities through the Banc of California Charitable Foundation and by partnering with organizations that promote financial literacy, job training, small business support, affordable housing, and more.

At Banc of California, our success is powered by our people and a shared commitment to delivering meaningful results. We foster an environment where entrepreneurial thinking is encouraged, and accountability and operational excellence are expected. Our team members are empowered to take ownership, make informed decisions, and make a meaningful impact as the bank continues to grow and evolve. We are dedicated to supporting your growth and wellbeing through comprehensive benefits, robust development opportunities, and inclusive programs that enable you to perform at your best. Together we win!

THE OPPORTUNITY

The Client Care Officer serves as a senior resource within the Client Care team, acting as a subject matter expert, escalation point, and operational leader. This role partners closely with Client Care Specialists, branches, business partners, and clients to deliver exceptional service while ensuring operational excellence, regulatory compliance, and adherence to established service standards. The Client Care Officer supports daily operations, workforce management activities, employee development, process improvement initiatives, and the resolution of complex client issues while helping ensure client interactions reflect the Bank’s commitment to responsive service, operational excellence, and relationship-focused banking. 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.

HOW YOU’LL MAKE A DIFFERENCE

• Serve as the day-to-day operational lead and subject matter expert for Client Care Specialists, providing guidance, coaching, and real-time support to promote service excellence and consistent execution of department procedures.
• Assist with escalated issues for the Client Care Contact Center, branches, other business areas, and clients. Act as an escalation point for client needs and ensure issues are researched, routed, and resolved in a manner that supports the Company’s goals and values.
• Identify opportunities to improve processes, enhance client satisfaction, reduce operational risk, and increase departmental efficiency. Participate in system implementations, testing activities, and process improvement initiatives as assigned.
• Manage Client Care mailboxes, ensuring requests are reviewed, prioritized, routed appropriately, and monitored through completion to deliver a timely and positive client experience.
• Perform quality reviews of prior-day client interactions and callback activity, including debit card servicing, Zelle requests, maintenance transactions, change-of-address requests, and other service activities, to ensure proper documentation, follow-up, and resolution.
• Complete daily operational reviews, reporting, reconciliations, and exception management activities, including Falcon, ATM, Accounts in Process, and other departmental reports, to support operational effectiveness and risk mitigation.
• Process, balance, review, and approve routine and complex transactions in accordance with established policies and procedures. Responsibilities include account maintenance, monetary transfers, account closures, stop payments, digital banking support, debit card maintenance, Zelle servicing, and other client-related requests.
• Support workforce management activities, including scheduling, coverage planning, adherence monitoring, queue oversight, and service-level performance, to promote efficient staffing and a strong client experience.
• Assist in the development and maintenance of procedures, job aids, FAQs, training materials, and reference guides to improve operational consistency and employee effectiveness.
• Review transactions, reports, and related documents to verify completeness, accuracy, appropriate documentation, and conformance with established service levels and applicable policies and procedures.
• Model accountability, professionalism, collaboration, and service excellence. Serve as a trusted team resource and foster a culture focused on quality, continuous improvement, and client-centered service.
• Continually develop and maintain a working knowledge of internal policies, procedures, products, systems, and regulatory requirements to effectively support Client Care Specialists, clients, branches, and business partners.
• Follow all established policies and procedures.
• Perform other duties and projects as assigned.

WHAT YOU’LL BRING

• Minimum of two years of customer service experience.
• Intermediate working knowledge of workforce management, quality monitoring, and phone systems.
• Knowledge of and adherence to ECCHO and NACHA Rules.
• Strong passion for client service.
• Ability to work in a collaborative, team-oriented environment.
• Intermediate computer terminal and personal computer skills, including Microsoft Office applications such as Word, Excel, PowerPoint, and Outlook.
• Intermediate working knowledge of Microsoft Excel.
• Intermediate math skills, including the ability to calculate interest and percentages; balance accounts; add, subtract, multiply, and divide using whole numbers, common fractions, and decimals; locate routine mathematical errors; and compute rates, ratios, and percentages, including drafting and interpreting bar graphs.
• Effective organizational and time management skills.
• Exceptional oral, written, and interpersonal communication skills.
• Ability to make decisions that have a moderate impact on the immediate work unit and cross-functional departments.
• Ability to organize and prioritize short-term and long-term work schedules.
• Ability to provide consultation and expert advice to management.
• Ability to address complex and difficult problems involving multiple facets and variables in non-standardized situations.
• Ability to work with little to no supervision while performing duties.
• Knowledge of, adherence to, monitoring of, and responsibility for compliance with applicable state and federal regulations and laws, including Regulation Z, Regulation B, the Fair Housing Act, the Home Mortgage Disclosure Act, the Real Estate Settlement Procedures Act, the Fair Credit Reporting Act, the Bank Secrecy Act in conjunction with the USA PATRIOT Act, Anti-Money Laundering requirements, the Customer Information Program, the Right to Financial Privacy Act, and the Community Reinvestment Act.
• One to two years of supervisory or team lead experience preferred.
• Minimum of one year of banking experience highly preferred.
• High school diploma or equivalent required.

HOW WE’LL SUPPORT YOU

• 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.

The base salary ultimately offered is determined through a review of education, industry experience, training, knowledge, skills, abilities of the applicant in alignment with market data and other factors.

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 their actual or perceived race (including traits associated with race, such as hair texture, hair type or protective hairstyles), religion or religious creed (including religious dress and grooming practices), color, sex (including pregnancy, childbirth, breastfeeding and related medical conditions), sexual orientation, gender, gender identity, gender expression, gender transitioning, citizenship status, national origin, ancestry, age, marital status, military or veteran status, medical condition, genetic information, or disability (mental or physical), requests for accommodation and any additional protected categories set forth in applicable federal, state or local laws. If you require reasonable accommodation as part of the application process, please contact Talent Acquisition.