AVP, HOA Client Services Team Lead

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:

This role will be responsible for day-to-day floor supervision of customer service specialists that handle variety of HOA customer service requests. 

Customer Service Team Lead will be the primary contact for staff support escalations and provide daily coaching to the staff.  This leader will review staff’s maintenance and monetary transactions related to customer’s request for approval to process.

Responsibilities

• Day to day management consists of ensuring key performance indicators are met in all customer communication channels. Key performance indicators the Team Lead will ensure are met include customer expectations, quality management, service level agreements such as phone service, support ticket response times, customer service inbox response times and staff productivity. Responsible for daily managing of staff, reviewing reporting and ensuring all functions are processed and completed within established service level agreements.
• Responsible for resolving complex transactions, issues or inquiries. Apply superior decision-making techniques pertaining to inquiries, approvals and requests as they apply to existing policies and procedures while keeping within assigned approval limits and using these instances as learning tools for employee development.
• Assumes responsibility for special projects; gathers data and prepares reports for management, audits and additional staff as needed.
• Ensures all related paper and electronic file systems are maintained so that necessary documents can be found easily, and documentation is consistent and complete.
• Directly supervise front-line staff, which includes but is not limited to approving schedules, time off requests, and complete performance reviews.
• Provide coaching and development plans to front-line staff, lead daily huddles and ensure staff is aware of daily deliverables for customer service operations.
• Responsible for delegating workload based on volume and staffing of department functions in the absence of staff members or in overload situations.
• Provides excellent personal customer service to all internal and external clients.
• Perform other duties as assigned.

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)
• Excellent interpersonal and leadership skills.
• Ability to act with discretion, tact, and professionalism in all situations.
• Proficiency in operating a 10-key adding machine, mechanical aptitude, attenti