Senior Operations Analyst at Banc of California in Santa Ana, California

Job Description:

Banc of California, Inc. (NYSE: BANC) is a bank holding company with approximately $8 billion in assets and one wholly-owned banking subsidiary, Banc of California, N.A. (the “Bank”). With our 600+ dedicated professionals, we provide customized and innovative banking and lending solutions to businesses, entrepreneurs and individuals throughout California. We proudly partner with community organizations that provide financial literacy, job training, small business support, and affordable housing to help improve the communities where we live and work. With a commitment to service and building enduring relationships, we provide a higher standard of banking.
 
JOB SUMMARY:
 
Responsible for handling a variety of operational functions such as reviewing reports, maintain service levels and participating in special projects. Helps to ensure internal controls, policies, and mechanisms comply with standard industry practices, regulatory guidelines, and senior management’s recommendations and/or directions. 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.
 
ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Works directly with Client Services Manager and VP Client Services to develop call volume forecasts, workload and staffing requirements for the current environment and future growth.


2. Tracks and reports critical performance indicators of service and quality levels across all customer contact channels.


3. Monitors phone call volume throughout the day in the call management system and recommends actions such as staff reassignments and IVR messaging as needed to maintain target service levels.


4. Creates and manages daily workforce schedules for Client Services Specialists to meet service level objectives.


5. Prepares high level/executive level reporting including commentary and analysis on department performance.


6. Prepares all daily phone and call tracking reports.


7. Develops ad-hoc reports for detailed analysis of business drivers and potential cost saving initiatives.


8. Participates in all required Compliance training, either online or in house.


9. Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions.


10. 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.


11. 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.


12. Performs other duties and projects 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.

ESSENTIAL KNOWLEDGE, SKILLS, AND ABILITIES:

• 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)


• Must demonstrate a passion for customer service.


• Advanced knowledge in call management and quality monitoring systems such as Cisco & Calabrio.


• Ability to work in a collaborative, team-oriented environment.


• Strong verbal and communication skills.


• Advanced skills in computer terminal and personal computer operation; Microsoft Office applications including but not limited to: Word, Excel, PowerPoint and Outlook.


• Intermediate math skills; 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.


• Exceptional oral, written and interpersonal communication skills with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, write reports and correspondence, and speak clearly to customers and employees.


• Ability to work with general supervision while performing duties.

 
EDUCATION, EXPERIENCE AND/OR LICENSES:

• High School Diploma, College Degree Preferred


• Minimum two years call center/customer service experience


• Minimum one year of banking experience

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