13 days old

Relationship Service Advisor I

Silicon Valley Bank
Charlotte, NC 28202
  • Job Code
    18865
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

Supports a portfolio of 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 Associates (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.

Assists international clients with new Account openings, wire transactions and various servicing requests. Provides support to Asia colleagues and the greater Global Funding Banking Asia Team. Must have ability to build and maintain excellent relationships.

Essential Functions

New Client Onboarding

Assists colleagues to provide a positive experience and efficiently open new accounts for borrowing and non-borrowing clients; proactively set expectations and coordinate initial KYC document collection and requirements: close on forms and funding. New client onboarding activities are for new clients that have not previously banked with SVB and also new entities of existing clients. Collaborate with operations and internal teams on document and new account requirements.

Conducts onboarding activities that may include but not limited to:

  • Gathers and validates all relevant legal documentation to adhere to KYC
  • Prepares necessary bank documents; establishes client records and account structures
  • Closes on forms and funding
  • Reviews account information once active

Advises clients on account structures with medium complexity that include:
  • Domestic accounts and services

Refers to Team Lead, Manager, Senior Manager or RSA III for potential guidance.

Discretion and Decision Making: Periodically makes impactful decisions and demonstrates low-medium levels of discretion, with guidance, with respect to account structures and KYC requirements.

Service Support:

Acknowledge and orchestrate fast resolution of in-bound service inquiries for over 100 service tasks; research and resolve cash management inquiries. Evaluates each transactional item and accesses the appropriate actions and/or response, including probing for additional information, researching, developing solutions, and escalating to senior team members and operations as needed. Applies operational knowledge to execute 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. Collaborates with other internal partners to improve client experience, minimize risk, and/or positively influence change in client operations related to bank needs.

May assist with basic online banking navigation for client administration.

Monitor cases until closed with satisfactory results for client. This is inclusive of leveraging operational knowledge collaborating with internal colleagues to ensure satisfactory results.

Manages limited Escalations with guidance from Manager or higher-level team members.

Refers to Manager, Senior Manager or RSA III for potential guidance.

Discretion and Decision Making: Periodically makes impactful decisions and demonstrates low-medium levels of discretion, with guidance, with respect to in-bound service inquiries including assessing the appropriate actions and/or response, probing for additional information, researching, escalating, developing solutions, and/or engaging the applicable internal team(s).

Risk Advice

Proactively anticipate and advise on two types of risk activities: KYC and Fraud Mitigations. For KYC: proactively anticipate and coordinate KYC Periodic Request requirements for borrowing and non-borrowing clients; monitor weekly KYC Restrictions and drive resolution, including collection of KYC information and collaboration with internal teams on periodic client reviews.

For Fraud Mitigations: evaluate risk and recommend fraud mitigations using standard Risk Assessment methodology and template. Actively resolve any existing fraud escalations and offer solutions to manage overall client risk and experience. Collaborates with Relationship Management on KYC and Fraud Assessments; collaborates with internal partners to ensure success.

Refers to Manager, Senior Manager or RSA III for potential guidance.

Discretion and Decision Making: Periodically makes impactful decisions and demonstrates low-medium levels of discretion, with guidance, with respect to risk advice including risk assessment and recommendations on anti-money laundering regulations, account ownership, account controls, fraud; Applies appropriate judgment to assess risk in regards to KYC.

Client Success

Identify opportunities and offer select products that address day-to-day banking needs of clients and assists senior and in market colleagues with proactive Pulse Checks to review account structure, CRM contacts, ongoing KYC requirements, and day-to-day banking needs.

Discretion and Decision Making: Periodically makes impactful decisions and demonstrates low-medium levels of discretion, with guidance, with respect to proactively engaging with clients to identify opportunities.

Client Contacts Maintenance

Maintain current information on client contacts; monitor hygiene of client record as part of the Pulse Checks and/or other activities; this activity is embedded across core responsibilities. Collaborates with Relationship Management, Credit Solutions and Product Advisor teams.

Refers to Manager, Senior Manager or RSA III for potential guidance.

Discretion and Decision Making: Does not make impactful decisions; does not demonstrates levels of discretion and independent judgment with respect to contacts CRM maintenance. CRM maintenance is straightforward process including what information is to be updated in what fields.

Miscellaneous

Participates in meetings, coaching and other duties or special projects as assigned by management Develops alternatives and recommendations solutions to improve processes.

Decisions

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.

Recommendations

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 SLAs 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

Competencies
  • Customer/Client Focus
  • Time management
  • Prioritization
  • Driven/Self-Motivated
  • Problem solving
  • Critical thinking
  • Flexible
  • Collaborative
  • Accountability
  • Fostering Teamwork

Other Requirements

Required Education and Experience

High School Diploma or Equivalency PLUS

3-4 years of related professional experience (banking/financial services industry or customer service) OR

5-7 years of overall experience

Bachelor's Degree desired and may be considered as 2-3 years overall experience

Preferred Education and Experience

Demonstrated client relationship building experience and/or client support in financial services and/or products.

Certifications

None

Travel

Occasional travel may be required

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 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 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.





Posted: 2022-08-02 Expires: 2022-08-31
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Relationship Service Advisor I

Silicon Valley Bank
Charlotte, NC 28202

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