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Client Service Advisor
Silicon Valley Bank
Tempe, AZ, United States
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As a Client Service Advisor, you bring excellent oral, written communication skills, and may develop training content that showcases your presentation skills with clients and internal business partners. CSA’s communicate effectively with various cross-functional business team partners and vendor contacts. Serving as the primary contact for service requests and technical support of SVB clients resolving various client operational issues or bank transaction inquires. You will receive 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 client experience by effectively communicating and delivering accurate resolution. Provide client information on their financial business needs in timely manner. Additionally, you may also be responsible for influencing client adoption of online tools, perform assigned functions under regular supervision and may have worked reviewed to ensure all regulations, procedures, and polices are adhered to. You will serve at the forefront of our client’s experience as a technical resource for new banking products/channel/rep tools. Research and resolve a variety of online, mobile, API and operational issues received daily through client inbound call and email channels.
Setting client expectations and delivering consistent follow up with clients is a critical deliverable in this role. You will utilize your problem-solving skills to handle client issues with diplomacy, tact and efficiency.
Our team coaches colleagues in terms of client interaction and training to best practices. We play a major role in mitigating firm and client risk; as a result, you will use effective research skills while managing the client experience and internal partner expectations. CSA's share joint accountability with one’s direct manager for goal development, training initiatives, and partner feedback.
Qualifications
• Excellent written and verbal communication skills.
• Capable of working independently yet collaborate with team members.
• Ability to multi-task and prioritize.
• Strong organizational and time management skills.
• Proficient in Microsoft products (CRM, Outlook), database applications, workflow platforms and/or analytics tools, is a plus.
• 2-4 years' experience working in a financial services / commercial banking environment, knowledge of commercial bank deposit and cash management services is preferred.
• Bachelor's degree or equivalent experience.