Client Service Manager (Burbank, CA)

Are you seeking a fun, collaborative and dynamic environment where your contributions as a Client Service Manager will be recognized? Join Mission Valley Bank's valued, talented and proven team, dedicated to service excellence. Our Client Service Manager (Burbank, CA) is the branch primary risk management leader who maintains the integrity of all branch operations, performs complex client service duties, and ensures a high level of efficiency. Supports the Branch Manager and leads the branch team in the Branch Manager's absence.

Responsibilities

• Understand, communicate, and work proactively/daily to achieve the values, vision, and mission of the bank.
• Maintain current awareness and compliance with the bank's "Code of Ethics and Conduct."
• Embrace Mission Valley Bank's Core Values of ACCEPT: show respect for cultural differences; promote a working environment free of harassment; support a diverse workforce and affirmative action.
• Understand duties and responsibilities related to the Bank Secrecy Act (BSA), Anti-Money Laundering Act (AML), Office of Foreign Assets Control Regulations (OFAC), Gramm Leach Bliley Act (GLBA), Fair Credit Reporting Act (FCRA), etc. This includes:
  • Understanding all responsibilities outlined under the bank’s AML, BSA, and OFAC Programs.
  • Participating in required training and promptly complying with all reporting requirements.
• Adhere to all compliance programs and complete required training by established due dates for yourself and your branch team.
• Report any suspicious activity to a supervisor or the BSA Officer.
• Follow all bank policies and procedures to ensure compliance with laws and government regulations.
• Ensure compliance with CRA and CDFI outreach programs.
• Proactively generate core deposits via new client relationship acquisition, retention, and expansion.
• Maintain up-to-date knowledge and train others on products, services, departmental systems, policies, and procedures.
• Oversee all aspects of operational integrity, effectiveness, and efficiency in the assigned branch.
• Perform branch self-audits to prepare for formal branch audits.
• Ensure office audits are rated as "satisfactory" or better.
• Balance operational controls and client needs to minimize risk to the bank.
• Lead the branch team to foster a consistently remarkable client service experience (lobby, telephone, email, etc.).
• Work with the Branch Manager and branch team to establish and achieve challenging sales and service goals.
• Proactively lead the team in attaining branch sales and service goals.
• Lead individual and team needs-based cross-selling of bank products and services.
• Partner and work with internal sales partners and all internal co-workers.
• Conduct ongoing sales, service, security, and technical training with the branch team.
• Develop methods to streamline daily branch functions and improve branch productivity.
• Secure and maintain Notary Commission.
• Properly control branch expenses.
• Regular and consistent attendance is required.

Requirements

• AA Degree preferred or equivalent experience required.
• Minimum of 3–5 years of experience in bank operations with knowledge of banking regulations.
• Minimum of 3–5 years of leadership experience, supervising employees.
• Complete knowledge and understanding of bank operations, policies, and procedures.
• Client-centric approach to proactive client service and needs-based selling.
• Experienced and proficient in the use of various core banking system software.
• Excellent command of the English language, both written and verbal, with the ability to effectively communicate at all levels within the organization and the community.
• General mathematics and accounting skills.
• Ability to assess situations, make decisions, and bring them to successful resolution.
• Satisfactory working knowledge and proficiency with Word, Excel, Outlook, PowerPoint, etc.
• Humility, vulnerability, transparency, a performance-driven attitude, and a team-player approach.

Benefits

• Medical, dental, vision, and life insurance eligibility starting the first day of the month following employment.
• Several discount programs, Employee Assistance Program (EAP), voluntary plans, Flexible Spending, and Health Savings Account.
• 401(k) pre-tax with matching contribution and Roth 401(k).
• Free checking and savings accounts.
• Monthly stipend for cell phone expenses.
• Flexible work schedule.
• Paid holidays, vacation, and sick pay.
• Adoption assistance and leave options for medical, personal, or family reasons, including jury duty and military leave.
• Recognition programs and monetary rewards for new team members.

About Us

Mission Valley Bank is an independent commercial business bank focused on the financial needs of small and mid-sized businesses, professionals, entrepreneurs, and high-net-worth individuals. Launched in July 2001 and headquartered in Sun Valley, CA, our founders are local business people and bankers who have served this community for many years. We prioritize developing strong relationships within the communities we serve, providing exceptional financial solutions, and acting as trusted advisors to our clients. Every day, we perform with an uncompromising commitment to the highest customer service standards.