Client Service Officer

About the role

Texas Capital is built to help businesses and their leaders. Our depth of knowledge and expertise allows us to bring the best of the big firms at a scale that works for our clients, with highly experienced bankers who truly invest in people's success - today and tomorrow.

While we are rooted in core financial products, we are differentiated by our approach. Our bankers are seasoned financial experts who possess deep experience across a multitude of industries. Equally important, they bring commitment - investing the time and resources to understand our clients' immediate needs, identify market opportunities and meet long-term objectives. At Texas Capital, we do more than build business success. We build long-lasting relationships.

Texas Capital provides a variety of benefits to colleagues, including health insurance coverage, wellness program, fertility and family building aids, life and disability insurance, retirement savings plans with a generous 401K match, paid leave programs, paid holidays, and paid time off (PTO).

Texas Capital is headquartered in Dallas with offices in Austin, Fort Worth, Houston, Richardson, Plano, San Antonio, Chicago, Los Angeles and New York.

Key Responsibilities

Operational Oversight & Execution

• Manage and oversee complex operational processes and servicing activities.
• Review escalated transactions, exceptions, and operational issues.
• Ensure operational activities meet established SLAs, quality standards, and regulatory requirements.
• Coordinate daily workflow balancing and production support activities.
• Monitor aging items, unresolved exceptions, and operational bottlenecks.
• Support critical processing activities during high-volume or high-risk periods.

Risk Management & Controls

• Execute and support operational risk and control activities.
• Identify process control gaps and recommend mitigation strategies.
• Support:
• RCSA execution
• Issue remediation
• Audit responses
• Compliance reviews
• Procedure governance
• Operational incident management
• Assist with implementation and monitoring of key controls and KPIs.
• Escalate material operational risks and client impacts appropriately.

Process Improvement & Transformation

• Lead or support process improvement initiatives with focus on:
• Cycle time reduction
• Operational efficiency
• Capacity optimization
• Reduction of manual activities
• Client experience enhancement
• Participate in process mapping and future-state design workshops.
• Assist with implementation of:
• Workflow automation
• AI-assisted operational capabilities
• Straight-through processing (STP)
• Operational modernization initiatives
• Support business readiness and change management activities.

Reporting & Operational Analytics

• Analyze operational trends, capacity metrics, and service performance.
• Produce and review operational reporting and dashboards.
• Support leadership with:
• Staffing analysis
• Volume forecasting
• Productivity reporting
• KPI management
• Root cause analysis
• Identify recurring operational themes and improvement opportunities.

Stakeholder & Client Support

• Serve as a key liaison between operations and business partners.
• Support relationship managers, treasury sales, product teams, and client service teams.
• Participate in operational governance and working group meetings.
• Assist with escalated client servicing matters and operational inquiries.
• Coordinate across operations, technology, risk, and compliance teams during incidents or process changes.

Team Leadership & Development

• Provide guidance and mentorship to analysts and senior analysts.
• Assist leadership with training, onboarding, and quality management activities.
• Support workforce coordination and operational coverage planning.
• Promote operational discipline, accountability, and continuous improvement culture.

Typical Functional Areas

• Commercial Lending Operations
• Deposit & Treasury Operations
• Client Onboarding & KYC
• Payment Operations
• Fraud & Financial Crimes Operations
• Wealth / Private Banking Operations
• Investment Banking Operations
• Digital Banking Operations
• Account Maintenance & Servicing
• Reconciliation & Settlements
• Loan Servicing & Documentation

Qualifications

Education

• Bachelor's degree in Business, Finance, Accounting, or related field preferred.
• Equivalent operational banking experience may substitute for degree requirements.

Experience

• Typically, 6-9 years of banking or financial services operations experience.
• Experience managing complex operations processes and escalations.
• Prior experience supporting operational risk, controls, and process improvement initiatives preferred.

Required Skills

• Strong understanding of banking operations and servicing processes.
• Operational risk and controls knowledge.
• Analytical and problem-solving capabilities.
• Process improvement and continuous improvement mindset.
• Strong organizational and prioritization skills
• Effective communication and stakeholder management skills
• Ability to operate in fast-paced, high-volume environments.
• Leadership and mentoring capabilities.

Preferred Technical Skills

• Experience with operational, workflow, and reporting platforms such as:
• ServiceNow
• Salesforce
• Nintex
• Archer
• Verafin
• Microsoft Suite
• PowerBI
• Alloscape
• ACBS

Additional information

The duties listed above are the essential functions, or fundamental duties within the job classification. The essential functions of individual positions within the classification may differ.