Client Care Lead: Banking Operations & Compliance

Pacific Western Bank; Santa Ana (CA); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

401k with match

Medical/Dental/Vision

Parental leave & family support

Paid time off

Mentorship & Learning

Job summary

Banc of California is seeking a Client Care Officer to serve as a senior operations leader within the Client Care team. You will work with Specialists, branches, and clients to ensure exceptional service, regulatory compliance, and adherence to service standards.

You will support daily operations, workforce planning, and process improvements while handling complex client issues and maintaining thorough documentation across transactions and communications.

Qualifications

• Minimum of two years of customer service experience.
• Intermediate knowledge of workforce management and quality monitoring.
• Familiarity with ECCHO and NACHA Rules.
• Strong passion for client service and collaboration.
• Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Ability to manage time and organize multiple tasks effectively.

Responsibilities

• Act as day-to-day operational lead and SME for Client Care Specialists.
• Assist with escalated issues for Client Care, branches, and clients.
• Identify process improvements to enhance client satisfaction and reduce risk.
• Manage Client Care mailboxes and ensure timely responses.
• Perform quality reviews of client interactions and transactions.
• Conduct daily operational reviews and risk-mitigation reporting.
• Process complex transactions per policy and procedures.
• Support workforce management activities and scheduling.

Skills

Customer service

Workforce management

Phone systems

ECCHO & NACHA rules

Team collaboration

Microsoft Office

Education

High school diploma or equivalent

Tools

Microsoft Excel

Office suite

Job description

Banc of California is seeking a Client Care Officer to serve as a senior operations leader within the Client Care team. You will work with Specialists, branches, and clients to ensure exceptional service, regulatory compliance, and adherence to service standards.

You will support daily operations, workforce planning, and process improvements while handling complex client issues and maintaining thorough documentation across transactions and communications.