The CAS Resolution team in Tempe is responsible for client data collection and/or review to comply with the Customer Due Diligence (CDD) policy and Customer Identification Program (CIP). Our focus is to assess requests, perform research, outreach and follow-up ensuring new and existing client information is validated and KYC requirements are met. We are committed to standardization and case resolution. We are a dynamic group looking to continuously seek improvement to the customer experience. Great team spirit, customer centricity and Continuous Improvement (CI) mindset are key elements needed to fit in the team.
Client Advisory Services (CAS) is hiring a full-time Client Service Advisor to support the bank's KYC process and QC function. This role is responsible for but not limited to the following:
Responsibilities
Communicate effectively with cross-functional business team partners and bank clients.
Action requests effectively using good time management and resources.
Serve at the forefront of our client's experience for various KYC requests.
Maintain assigned cases by documenting current status and updating case notes.
Address quality issues in line with SVB policies and procedures.
Successfully meet SLAs as required.
Have a good understanding of the standard AML/KYC practices followed globally and maintain all relevant documentation in line with the business or operational needs.
Thoroughly understand and exhibit intelligent use of various system tools and procedures.
Proactively highlight threats and compliance issues to the management in a timely manner.
Provide support to clients and business partners consistent with role responsibility and bank's policies and procedures.
Work with willingness to learn, adapt and show flexibility with support hours and coverage.
Display excellent written and verbal communication skills with the ability to succinctly convey an issue and resulting outcome.
Have strong ability to multi-task and handle multiple requirements from internal stakeholders.
Ability to work in a structured, high volume and time-sensitive environment.
Be able to independently solve/support requirements across all connected teams.
Highly adaptable and resilient, must be open to new ideas and willing to support fluid workflows.
Be reliable and manage time effectively while driving responsibilities diligently.
Handle requirements from all connected teams globally with utmost adherence to SVB values.
Bachelor's degree or other advanced degree preferred and at least 2-3 years of experience with banking experience including KYC.
