13 days old

Portfolio Service Advisor I - Startup Banking

Silicon Valley Bank
Tempe, AZ 85281
  • Job Code

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

Support the Startup Banking, Stripe, and ES Life Science portfolios assisting in a wide variety of client requests through incoming phone/emails including but not limited to;

online banking navigation


DDA and collateral money market account maintenance

additional accounts,

credit and debit cards

bill pay

mobile deposit

PPP loans.

Work with SVB clients managing their PPP loans by providing assistance filing out forgiveness applications, assisting clients in locating my tasks and assisting with SBA driven conversations. Perform outbound welcome calls and other tasks educating clients on SVB systems and products making recommendations for additional products as see fit for the client. Partner with onboarding and sales team focusing on the client experience specifically for the first 90 days from onboarding. Handle own bookings tool and calendar for client scheduled welcome calls. Partner with operations team making sure RMS tickets are processed in a timely manner.

Supports an assigned specific portfolio of clients and accountable as first point of contact for addressing day to day requests and technical support needs, resolving a variety of client operational issues or bank transaction inquires. Problem solve and research difficult client issues performing research to find solutions. Maintains a knowledge of various products and accountable for advising clients on options to positively inspire change in their operations which may include recommending modification additional bank products or programs. Evaluates each transactional item and accesses the appropriate actions and/or response, including probing for additional information, researching, escalating, developing solution, or engaging the SUB Sales Team when needed.

Account Servicing comprises an extensive number of different types of transactional activities. Evaluates each transactional item and accesses the appropriate actions and/or response, including probing for additional information, researching, developing solutions, calling out, or engaging the Deal Team or Product Advisors. Applies solid skills and knowledge to implement these activities, including, but not limited to:

utilization of authority matrix to ascertain appropriate scope of actions

analysis of risk by reviewing current and historical transactions

and determining when and who to escalate to resolve issues.

Identifies potential additional products/services and collaborates with other internal partners to advise the client on options to improve client experience, minimize risk, and/or positively influence change in client operations related to bank needs. May advise clients on options to positively influence change in their operations.

Account Maintenance activities include, but are not limited to the following:

Manages overdrafts

Verifies wire transactions

Updates account signers

Investigates fraud issues

Researches transactional activities

Provides support or training on on-line self-service tools

Handles requests for additional products (such as credit cards)

Approves fee waivers - PPP forgiveness applications

Knowledge and Requested Skill Set

Possess extensive knowledge related to bank deposit and cash management products and services, including but not limited to online banking platforms, account reporting, cash management disbursement and collection solutions. Solid understanding of routine client inquiries including, but not limited to:

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.

Demonstrated ability to develop strong positive relationships with external clients and internal partners Able to multi-task in a fast-pace and extremely dynamic environment Adept at understanding and interpreting simple to highly complex client inquiries Strong analytical skills with aptitude for determining root cause or underlying circumstances and identifying potential solutions Excellent written and verbal communication skills with ability to convey information effectively, diplomatically and tactfully with a wide variety and level of internal partners and clients Desire to learn and develop a full understanding of products, processes, and enhancements and committed to continued professional improvement Problem solve with ability to facilitate solution by identifying issue, determining resolution or escalating when appropriate Strong attention to detail Experience in Fiserv, CRM, Microsoft Office 365 Understanding what PPP loans are and the SBA guidelines behind them

Required Education andExperience

High School Diploma or Equivalency PLUS 1-3 years of related professional experience (banking/financial services industry or customer service) OR Bachelor's Degree desired and may be considered as 1-2 years overall experience

Physical Demands

The employee must have the ability to use a computer keyboard, mouse, calculator, copier/fax machine, scanner and telephone. While performing the duties of this job, the employee is regularly required to talk and hear. Employee must have close visual acuity to perform an activity such as: reviewing and analyzing information; transcribing; and/or viewing a computer screen. Employee may be required to make quick decisions as to when to escalate or directly address a situation, as well as handle the stress of such situations. The work environment is indoors with a majority of time spent sitting at a desk.

2021 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 Opportunity

Silicon 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 is registered in England and Wales at Alphabeta, 14-18 Finsbury Square, London EC2A 1BR, UK under No. FC029579. Silicon Valley Bank is authorised and regulated by the California Department of Business Oversight and the United States Federal Reserve Bank; authorised by the Prudential Regulation Authority with number 577295; and subject to regulation by the Financial Conduct Authority and limited regulation by the Prudential Regulation Authority. Details about the extent of our regulation by the Prudential Regulation Authority are available from us on request.

Posted: 2021-11-21 Expires: 2021-12-20
Sponsored by:
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Sponsored by:
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Portfolio Service Advisor I - Startup Banking

Silicon Valley Bank
Tempe, AZ 85281

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