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Client Service Advisor I - PPP Loan Support at Silicon Valley Bank

Posted in General Business 30+ days ago.

Type: Full-Time
Location: Tempe, Arizona





Job Description:


Summary/Objective

Work with SVB clients in assisting them with their PPP (Payment Protection Program) SBA (Small Business Association) loans through incoming calls/emails.

Locating my tasks in online banking ensuring clients know where to find their forgiveness loan application.

Be current and up to date with the latest information around PPP loans from the SBA and SVB lending guidelines, policies, procedures, adhering to compliance and regulation set up by SVB and SBA.

Be prepared to help locate their PPP loan in online banking as well as navigational support in using online banking for tasks including but not limited to sending wires, checking balances, pulling statements, credit/debit card support, mobile deposit and all other things related to online banking.

Partner with internal relationship and sales team for all things related to PPP loans.

Assist with calls/emails for other client support teams as necessary.

Partner with operations team ensuring PPP Loans are visible to the client in online banking and any other online banking profile needs updates.

Assist clients with logging in online banking through password resets, enabling/disabling users, unfreezing/unblocking user profiles.

Problem solve and research difficult client issues performing research to find solutions.

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; and 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

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

Strong attention to detail

Experience in Fiserv, CRM, Microsoft Office 365 specifically Outlook, Excel, PowerPoint

Understanding what PPP loans are and the SBA guidelines behind them

Required Education and Experience

High School Diploma or Equivalency PLUS

1 years of related professional experience (banking/financial services industry, SBA Loans or customer service)

Bachelor's Degree desired and may be considered as 1-2 years overall experience

*This is a primarily remote worker but needs to be able to go into the Tempe office 1-3 times per month or otherwise assigned

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 most of the time spent sitting at a desk.





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