Client Service Advisor I (Mon-Fri 6:00am-3:00pm)

Company: Silicon Valley Bank
Location: Tempe
Posted on: March 9, 2023

Job Description:

BE PART OF A BANK LIKE NO OTHER.When you work with the world's most innovative companies, you know you're making a difference.Our clients are the game changers, leaders and investors who fuel the global innovation economy. They're the businesses behind the next medical breakthroughs. And the visionaries whose new technologies could transform the way people live and work.They come to SVB for our expertise, deep network and nearly forty years of experience in the industries we serve, and to partner with diverse teams of passionate, enterprising SVBers, dedicated to an inclusive approach to helping them grow and succeed at every stage of their business.Join us at SVB and be part of bringing our clients' world-changing ideas to life. At SVB, we have the opportunity to grow and collectively make an impact by supporting the innovative clients and communities SVB serves. We pride ourselves in having both a diverse client roster and an equally diverse and inclusive organization. And we work diligently to encourage all with different ways of thinking, different ways of working, and especially those traditionally underrepresented in technology and financial services, to apply.Job Description:Summary/Objective:Monday - Friday 6:00am-3:00pmNote: This role is primarily virtual/work from home with a requirement to work in-office as required by the Connected Workplace agreement.Serves as the primary contact for service requests and technical support of SVB clients resolving a variety of client operational issues or bank transaction inquiries. Receives requests through various channels and generates resolution by navigating, researching or escalating the issue typically guided by precedent and/or established procedures.Accountable for facilitating and positively influencing the client experience by effectively communicating and delivering accurate resolution. Provides client information on their financial business needs in timely manner. May also be responsible for influencing client adoption of online tools. Performs assigned functions under regular supervision and may have worked reviewed to ensure all regulations, procedures, and polices are adhered to.Essential FunctionsProvides client support through direct or indirect client contact via email or phone channel to inquiries that may be, but not limited to: a general bank request or action; assistance with bank products; and/or technical support.Formulates responses or implements action under supervision which may result in inquiry being resolved during initial contact or may perform additional research, problem solving, or escalation to other internal partners. Problem solving is guided by precedent. Solution generation may result in the recommendation of additional action and/or bank products or programs.General/routine inquiries may include, but not limited to the following:

• General account and/or product support inquires
• User administration inquiries and associated online training
• Operational troubleshooting for all products and services
• Liaison between client and internal business partners for problem resolution
• Fraud monitoring, risk identification/resolutionAssistance on bank products may include, but not limited to the following:
  • Depository products (DDA, CD, MMA),
  • Cash management products (Business Credit Card and Debit Card, Merchant Services, QuickBooks, Investment Products).Technical support to clients may include, but not limited to the following:
    • SVBeConnect - business partner training
    • QuickBooks navigation and troubleshooting
    • Credit Card/Debit Card Servicing and Troubleshooting- declines/transaction inquiry, lost/stolen and fraud reporting, statement navigation and reconciliation, address changes, online banking support and other credit card related research.SkillsAble to multi-task in a fast-pace and extremely dynamic environmentCapable of understanding client inquiriesSolid written and verbal communication skills with ability to convey informationDesire to learn and develop a full understanding of products, processes, and enhancementsAbility to follow instructionsAble to identify issue, determine resolution, or escalating when appropriateCapable to act as client advocate and being accountable for "closing the loop"Strong attention to detailAble to recognize key operational risks facing clients and the company and escalatesRequired Education and ExperienceHigh School Diploma or Equivalency PLUSBachelor's degree OR2-3years of related professional experience in (banking/financial services industry or customer service) OR2-3 years of professional experience in customer service3-4 years of overall experience
      Base Pay:$37,752.00 - $48,496.00Actual starting base pay will be determined on skills, experience, and other non-discriminatory factors permitted by law. Total compensation may also include variable incentives, bonuses, benefits, and/or other perks, as outlined in any formal offer made.SVB benefit programs are designed to meet our employees where they are in life. SVBers may enroll in core benefits programs, plus take advantage of customized perks and offerings, including those designed to support families, however defined. More information regarding our benefits offerings can be found here. 2022 SVB Financial Group. All rights reserved. SVB, SVB FINANCIAL GROUP, SILICON VALLEY BANK, MAKE NEXT HAPPEN NOW and the chevron device are trademarks of SVB Financial Group, used under license. Silicon Valley Bank is a member of the FDIC and the Federal Reserve System. Silicon Valley Bank is the California bank subsidiary of SVB Financial Group (Nasdaq: SIVB).Equal Employment OpportunitySilicon Valley Bank is an equal opportunity employer and is dedicated to expanding its commitments and investments to create a more diverse, equitable and inclusive company culture and innovation ecosystem. We are strongly committed to the values and policy of equal employment opportunity across our employment practices.Silicon Valley Bank UK Limited is registered in England and Wales at Alphabeta, 14-18 Finsbury Square, London EC2A 1BR, UK (Company Number 12546585). Silicon Valley Bank UK Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority (Firm Reference Number 543146). Details about the extent of our regulation by the Prudential Regulation Authority are available from us on request.

Keywords: Silicon Valley Bank, Tempe , Client Service Advisor I (Mon-Fri 6:00am-3:00pm), Other , Tempe, Arizona