HOA Client Services Specialist
Role details
Job location
Tech stack
Job description
The Client Service Specialist is a pivotal member of the HOA Services Organization. This representative will play a key role in client satisfaction and client retention by supporting a multi-billion dollar client base consisting of HOA Property Management companies. These Property Management companies are seeking support with payment/depository research, copies of statements and website navigation of our proprietary technology, the HOA Platform. 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
- Front line client service support
- Provide phone support to client(s) via inbound calls
- Must exercise independent judgement and discretion on matters of significance to both the client and the bank. This requires the ability to interpret and implement bank policies and procedures, while balancing that with the needs of the client
- Have a strong understanding of HOA Client Service and Bank's policy & procedures
- Possess strong discernment and be risk adverse, when processing client monetary requests
- Provide website navigation and low-level technical support
- Complete client requests in a timely manner that's governed by our established service level agreements
- Process monetary transactions for customer accounts
- Process account maintenance/updates & corrections on IBS
- Strong knowledge of the Bank's services and products for client support
- Provide research assistance and information to customers.
- Resolve customer disputes by using independent judgment and knowledge of bank policies and procedures
- Must possess overwhelming curiosity of understanding the mechanics of HOA business and exploring solutions for our clients
- Relentless follow up and prioritization skill set is required
- Must possess great communication skills verbally and written to communicate research findings to clients on remittance or depository items
- Must be able to handle tight deadlines on requests, specifically fraud intake requests
- Follow all established policies and procedures.
- Perform other duties and projects as assigned.
Requirements
- Required: 3-5 years' work experience in Financial Institutions.
- 1-2 years' work experience in Customer Service preferred
- 1-2 years' work experience in Call Center preferred
- 2-3 years' work experience in Banking Branch preferred
- Required: High School or equivalent
- Associate's degree preferred.
- HOA Banking experience preferred.
- Extremely knowledgeable on banking processes, chargebacks and returns preferred.
- Able to complete work daily under tight deadlines
- Branch teller skills
- Great multi-tasker
- Ability to communicate appropriately and effectively with all members of the organization
- Highly self-motivated and ability to work independently
- Proven analytical, evaluative, and problem-solving abilities
- Ability to handle multiple projects and work in a collaborative setting Amazing interpersonal skills and team player
- Great influence on others
- Excellent written and verbal communication skills
- Strong proficiency with MS Office suite required (MS Word, Excel and PowerPoint)
- High School diploma or equivalent required
Benefits & conditions
- 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.
SALARY RANGE
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.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.
