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Established in 1996, Community Bank of the Bay (CBB) is an independent, multiple award-winning community-focused bank with over 25 years of active financial investment in businesses and individuals in the San Francisco Bay Area. Our clients include numerous organizations from many industries, including local nonprofits, multi-generational businesses, creative professionals, and owner-operators experiencing change, growth, or expansion.

At CBB, we believe you can only truly serve a community when you are part of it. As the first Community Development Financial Institution (CDFI) formed in California, we are actively involved in local community life. In fact, thats the whole thought behind community banking: your funds invested locally, through local decisions, by local people, driving the success of the broader community. Our mission is to foster and promote economic development in the communities we serve.

At CBB, our employees are our greatest asset, and we recognize that our success as a community bank is because of our extraordinary staff. We offer a welcoming, friendly, caring work environment with competitive compensation, a strong and robust benefits program, and an emphasis on healthy work/life balance.

Our six core values of Sustainability, Empowering, Respect, Trust, Commitment and Relationship building represent what we stand for and believe in as an organization. Every day, we strive to align our behaviors to these core values in everything we do.

Overview

As a Senior Client Service Officer, you are a trusted member of the client's team and deeply connected to deliver successful service working directly with designated clients, as well as in partnership with Relationship Managers. In this role, you will support the onboarding of new clients for Relationship Managers, as well as their future deposit account needs. You will interact with Owners, CEOs, Presidents, CFOs, Treasurers and other high-level client contacts to help research and solve issues for our clients. Communicate through Zoom, email, phone and in person to build strong relationships and provide a level of service that embodies Community Bank of the Bays values and service that our clients expect.

Duties and Responsibilities

Client Focused Activities:

• Work directly with Relationship managers to onboard new clients, and support existing clients account requests.
• Develop a relationship with clients; be proactive in identifying problems and themes; create a repertoire/cadence with follow-ups and issue escalations; recommend/implement service enhancements where appropriate.
• Handle complex relationships and high-profile clients, while providing service at the same level for ALL clients.
• Investigate root causes of process inefficiencies and make proposals on opportunities for process improvement. Be willing to and able to help create improvements for the betterment of the client experience.
• Build in-depth understanding of the clients and determine how best to leverage our products and capabilities to continuously add value for the client.
• Use every customer interaction as an opportunity to have quality conversations, understand the needs and goals of our customers, and offer solutions.
• Be able to articulate the Banks mission and what makes us unique to existing and potential clients.
• Open and close accounts, order checks and debit cards, prepare paperwork for online banking and some cash management services. Performs signer changes. May rent safety deposit boxes.
• Process transactions for clients in branch, over email and by phone while adhering to bank policies and procedures.
• Take ownership, act with a sense of urgency and exceed expectations by over-communicating.
• Engage professionally in person, emails and on the phone to assist with every client need or issue.

Build Internal Relationships:

• Interact with other teams to collaborate and problem-solve; be empowered to initiate change to further drive superior service improvements and product offerings.
• Understand and manage risks in the business by adhering to policies, procedures and controls and ensuring compliance with applicable laws, rules, and regulations for client requests.
• Work independently and in a team environment to maximize productivity in a most efficient manner.
• Actively seek opportunities to lead and contribute to initiatives outside immediate area of responsibility.
• Exhibit a positive, can-do attitude with inquisitive curiosity.
• Establish strong relationships with internal partners including Relationship Managers, Cash Management and across various functions.
• Assist other branch locations as needed.
• Share your knowledge and become a mentor to help your colleges succeed.

Requirements

Education/Certification:

• High school graduate or equivalent. Bachelors degree preferred(link removed)>