Citizens Business Bank

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AVP, Client Services Analyst

at Citizens Business Bank

Posted: 9/11/2020
Job Reference #: 2088

Job Description

Rancho Cucamonga, CA

Notice of Vacancy #:

Customer Service Support-612

Fusion Grade:

Joining Citizens Business Bank means connecting with a team of dedicated associates that continually strive for new and innovative ways to meet and exceed the needs of our customers. As a top ranked bank, life at our company includes a working environment that thrives on collaboration, integrity, and mutual respect for one another. We encourage our associates to ask questions, learn, care deeply, and make an impact. Our dedication to customers and associates is at the core of our business culture and is represented by five core values: financial strength, superior people, customer focus, cost-effective operation, and having fun.

Client Services Analyst


As a Client Services Analyst, you will report to the Client Services Manager as part of the Technology and Operations team.  Daily responsibilities include but are not limited to: frequent interaction with internal/external clients and business partners, working with various areas of the bank for client resolution, opening and monitoring cases in the CRM portal, following up on requests, and telephone/WebEx communication. You will be expected to adhere to all departmental and Bank guidelines.

Essential Duties and Responsibilities:

  1. Comply with and stays abreast of all policies and procedures, federal and state laws applicable to the job.
  2. Assist in identification and development of detailed business requirements for treasury management projects.
  3. Assist in monitoring Online Bank systems for deficiencies using data analytics.
  4. Participate in vendor demonstrations to determine opportunities to enhance client experience.
  5. Triage treasury management system issues and assign proper priority to service requests.
  6. Participate in project related meetings to support successful project integration.
  7. Review, update, and publish internal process and procedure documents.
  8. Act as a liaison between our clients, internal customers, technology, and project
  9. Ad-hoc projects
  10. Provide, present and promote The Citizens Experience to all external and internal customers.
  11. Other duties as assigned.

Supervisory Responsibilities                                                  

This job has no supervisory responsibilities.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience                                                  

Associate’s degree (A.A) or equivalent from two-year College or technical school; or two to four years related experience and/or training; or equivalent combination of education and experience.

Language Skills                                                  

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.

Mathematical Skills                                            

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions and percentages.  Ability to apply concepts of basic algebra and geometry, and interpret bar graphs.

Reasoning Ability                                               

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills                                                  

To perform this job successfully, the individual must have knowledge of the full suite of Microsoft products, including PowerPoint, Outlook, Excel and Word.

Other Skills and Abilities                                              

  • Demonstrate strong oral and written communication skills with peers and business partners.
  • Strong analytical and organizational skills.
  • Must be able to develop positive and professional relationships that enhance the ability to achieve results.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit. The employee is occasionally required to stand; walk; use hands and fingers to handle, feel, and reach.  The employee must occasionally lift and/or move up to 10 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Citizens Business Bank is an Equal Opportunity, Affirmative Action Employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. We provide equal opportunity in all employment matters without regard to race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, marital status, national origin, ancestry, mental and physical disability, medical condition, age, genetic information, national origin, veteran status or any other status protected by federal, state, or local law, for all qualified applicants and Citizens Business Bank associates.