Client Service Advisor I
Join a bank like no other.
When you work with the world's most innovative companies, you know you're making a difference every single day.
Our clients are the game changers, leaders and investors who fuel the global innovation economy. They're the businesses behind the next medical breakthroughs. They are the visionaries whose new technologies could transform the way people live and work.
They come to Silicon Valley Bank for our expertise, deep network and 30+ years of experience in the industries we serve, and to partner with passionate, enterprising SVBers, dedicated to helping them grow and succeed at every stage of their business.
As a Client Service Representative, some of your responsibilities are:
Serves as the primary contact for service requests and technical support of SVB clients. Resolving a variety of client operational issues and/or bank transaction inquires.
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 work reviewed to ensure all regulations, procedures, and polices are adhered to.
Provides 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.
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/resolution escalation. Qualifications
High School Diploma or equivalency required
Bachelor's degree preferred
1-2 years of related customer service experience (banking/financial services industry) OR 3-4 years of overall customer service experience
Enthusiasm for delighting clients
Experience in banking operations is a plus
Experience in a client facing or over the phone role
Strong interpersonal, analytical, problem solving, organizational, prioritization, decision-making, and conflict resolution skills
Positive energy, "spirit of collaboration" and partnership
Proactively build internal relationships and collaborate with others
Excellent communication abilities, including strong written and verbal skills, and the ability to explain complex issues and convey information, both internally and externally, in an articulate and professional manner.