25 days old

Client Services Lead

Silicon Valley Bank
Tempe, AZ 85281
  • Job Code
    9378

The Senior Portfolio Service Advisor will serve as a resource for the teams within CAS to ensure client and team member business needs are addressed and resolved and acts as an escalation point for select client issues. Formulates highly innovative solutions generates decisions or recommendations not governed by precedence and influences changes to service models. Coaches and engages teammates with best practices to ensure process continuity and efficiency. Challenges existing processes; recommends modifications and/or improvements; develops concepts to increase efficiencies; chaperones idea through implementation; measures success of enhancement; an-d modifies as necessary to optimize. Accountable for facilitating and positively influencing the client experience by delivering accurate resolution; providing client information on their financial business needs in timely manner. Develops strong relationships with internal colleagues and external clients and collaborates with relationship advisors, client support advisors, product managers, product support, IT application and operations support to ensure consistent delivery on the client experience and contribute to the firm wide net promoter (NPS) strategy.

On-Boarding of New Clients or adding accounts for existing clients may include direct action or coordination of on-boarding activities with other internal partners. On-boarding activities may include, but not limited to the following:

  • Gathers and validates all relevant legal documentation to adhere to Know Your Customer (KYC) and Anti-Money Laundering and other banking regulations,
  • Prepares necessary bank documents and establish client records
  • Reviews account information once active and contact client with instructions and introductory training
  • Strong working knowledge of SCUBA

Team Lead Responsibilities related to Client Outreach, Training and Education
  • Supports supervision, training and development of other Portfolio Service Advisors for delivery of services to clients.
  • Supports onboarding of new client relationships, including welcome call process, ensuring client has enrolled in all necessary services, entitlements and controls are appropriate, and initial walkthrough of Online platform.
  • Reinforces and educates clients of available self-service tools.
  • Creates, organizes and delivers regular training and technology demonstrations via web conferencing or in person to support the client self-service strategy.
  • Develops alternatives and recommendations solutions to improve processes. Generates resolutions for issues not guided by precedent
  • May conduct online demonstrations and trainings to support client adoption.

Additionally:

Able to multi-task in a fast-pace environment and prioritize effectively

Adept at understanding and interpreting client inquiries

Excellent written and verbal communication skills with ability to convey information and provide feedback and coaching

Exhibits a strong desire to learn and develop a full understanding of products, processes, and enhancements and committed to professional improvement

Proficient at problem solving complex issues with ability to facilitate solution by identifying issue, determining resolution or escalating when appropriate

Effectively acts as client advocate and accountable for "closing the loop"

Accomplished at working independently, collaborating with team members, and exhibits leadership skills

Skilled at developing relationships within team and other internal partners

Highly knowledgeable with ability to act as a resource as well as a coach/mentor to team members and other internal partners

Aptitude to lead, coach, and mentor others





Posted: 2021-04-16 Expires: 2021-05-15
Sponsored by:
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Sponsored by:
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Client Services Lead

Silicon Valley Bank
Tempe, AZ 85281

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