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Relationship Service Advisor I

Company: SVB Financial Group
Location: Tempe
Posted on: June 12, 2021

Job Description:

Supports a portfolio of Global Fund Banking (GFB) clients with relationship colleagues, responsible for nurturing the relationships to increase SVB product awareness; penetration; counter competitive activity; and serves as a point of contact supporting client on inquires related to client accounts. Relationship Service Advisors (RSA) work as a member of the client-facing relationship team to provide exceptional service on day-to-day banking needs. The RSA supports directly and indirectly a portfolio of borrowing and non-borrowing clients and is responsible for deepening relationships to increase client satisfaction. This is done by assisting colleagues to complete client requests and to work directly with clients to ensure their banking service needs are met.

RSA's lead the following core responsibilities: new client onboarding, service support of in-bound inquires, risk advice (Know Your Client (KYC) and Fraud) and client contract maintenance. Routinely makes impactful decisions and demonstrates medium levels of discretion, with guidance, with respect to their five core responsibilities.

Work is structured around five core responsibilities. Prioritization of what work is conducted day-to-day is based on RSA discretion, supported by RSA Manager, based on business needs and loads. Works within established procedures, processes and/or regulatory guidelines and utilizes authority matrix to level of determinations. Independent judgment is minimal as decisions are predominantly guided by precedent or process; however, may will make decisions not guided by precedent after accessing risk.

Proactively provides recommendations or advice to modify and/or add products/programs to better meet the client's banking needs. Makes recommendations to improve processes including identifying solutions.

Knowledge

  • Basic knowledge of commercial bank deposit and cash management products and services, including online banking platforms, account reporting and cash management disbursement
  • Basic knowledge of transactional service support best practices; familiarity with adhering to/use of workflows/processes, incident reporting procedures, CRM and tracking tools, and Service Level Agreements (SLA) as appropriate
  • Understanding of routine client inquires including general account and/or product support, user administration, fraud monitoring
  • Familiarity with general banking procedures and regulatory requirements including KYC

  • Knowledge of On-Boarding practices; familiarity with standard procedures including document collection, expectation setting, training
  • Familiarity with cross-sell fundamentals including typical methods to listen for, qualify and engage right resources to address client need
  • Knowledge of general client account planning methods (e.g., periodic check-ins or comprehensive strategic business reviews)

Skills

  • Demonstrated ability to develop and maintain trusted relationships with internal colleagues and clients (primarily levels accounting staff)
  • Excellent organizational skills; ability to actively manage a high volume and range of disparate daily activities
  • Strong oral and written communication skills; ability to convey complex concepts in a clear and concise manner
  • Proven client service experience including interpreting client inquires and use of systems and tools to log and monitor cases
  • Problem solver; use of honed analytical skills and critical thinking to evaluate root cause issues and recommend solutions
  • Adept at quickly learning new processes, service offerings, complex product information, market / segment characteristics etc.
  • Demonstrates proactive and positive attitude, commitment to continuous learning and improvement
  • Proven aptitude to collaborate with range of internal constituents from Service to Sales (Relationship Management) to Product Advisory

Keywords: SVB Financial Group, Tempe , Relationship Service Advisor I, Other , Tempe, Arizona

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