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Branch Client Associate
Silicon Valley Bank
Menlo Park, CA, United States
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Qualifications
Primary In-Branch & Back Office Client Support Responsibilities Include:
• Greeting all branch customers with extraordinary customer service and handling reception duties for customers meeting with other internal partners
• Providing client support to inquiries that may be, but not limited to: general bank transactions; operational issues, and/or assistance with bank products. Requests are received from various channels, including face-to-face, email, phone, or from Relationship Advisors
• Working under moderate supervision and has a general skill set that is applied to the essential functions. Escalates non-routine problems or complex issues
• Processing of deposits/cashing checks, payments, fulfilling cashier check requests, placing holds, and generating Currency Transaction Reports (CTR's)
• Reviewing inquiry and formulating response or implementing action to resolve which may result in inquiry being resolved during initial contact or may perform additional research, problem solving, or escalation to other internal partners
• Verifying signatures, handling loan advances or payments, responding to NSF notices for wires, checks, Foreign Exchange purchases, and processing fee reversals
• Processing paperwork for new accounts, closed accounts, account updates, online banking enrollment and maintenance, products and services setup and maintenance; product and services training
• Fraud monitoring and escalation
• Processing mail, payments, check orders, and other common bank teller duties
Relationship Advisor requests may include, but are not limited to:
• Arranging appointments, requesting for Cashier’s Check, researching items including ensuring necessary funds are available for a withdrawal, and verifying signature
SKILLS AND REQUIREMENTS:
• Demonstrated customer orientation with the ability to adapt and respond to differing communication styles
• Adept at understanding and interpreting basic client inquiries
• Able to manage multiple concurrent inquires making effective decisions as to prioritization and time allocation
• Solid written and verbal communication skills able to convey information
• Able to identify issue and determine resolution or escalate when appropriate
• Able to utilize processes, tools, and procedures for detecting, addressing and preventing fraudulent situations
EXPERIENCE:
• High School Diploma or Equivalency PLUS
• 1-2 years of related professional experience (banking/financial services industry or customer service) Or 2-4 years of overall experience
• Bachelor’s Degree desired and may be considered as 1-2 years overall experience
• Experience in a direct customer service position
• Cash handling experience in banking or retail setting
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