Portfolio Service Advisor 2 at Silicon Valley Bank

Posted in General Business 7 days ago.

Type: Full-Time
Location: Tempe, Arizona





Job Description:

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 30+ 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
The Portfolio Service Advisor will supports an assigned specific portfolio of clients and accountable as first point of contact for addressing day to day requests and technical support needs, resolving a variety of client operational issues or bank transaction inquires.

Receives requests through various channels and generates resolution by navigating, researching or escalating the issue guided by established procedures. Accountable for facilitating and positively influencing the client experience by effectively communicating and delivering accurate resolution.

Provides client information on their financial business needs in timely manner. Accountable for providing client training, to increase SVB product awareness and drive adoption and product penetration.

Provides assistance directly or indirectly utilizing internal partners for activities related to on-boarding; assessing risk related transactions; fraud mitigation, cash flow management, inquires on other daily banking operational needs; and conducts outreach related to incident/campaign.

Maintains a knowledge of various products and accountable for advising clients on options to positively influence change in their operations which may include recommending modification additional bank products or programs. Evaluates each transactional item and accesses the appropriate actions and/or response, including probing for additional information, researching, escalating, developing solution, or engaging the Deal Team or Product Advisors.

Applies appropriate judgment to assess risk in regard to Know Your Customer (KYC) and Anti-Money Laundering regulations, account ownership, account controls, fraud, fee waivers and overdraft.

Performs assigned functions fairly independently and ensures all regulations, procedures, and polices are adhered to.

Develops and maintains consultative relationships with a portfolio of clients and serves as the point for all deposit and operational issues, including, but not limited to:on-boarding; account maintenance including recommending modifications or additions to products or programs; and on-going training or education to SVB services and products.

Works under very limited supervision and has expanded skill set that is applied to the essential functions.

Utilizes knowledge to resolve moderately complex issues.

Conducts analysis/research of complex, non-routine problems to identify potential solutions and reviews and gains approval from leadership/point of escalation prior to execution/implementation.

Formulates responses or implements action independently which may result in inquiry being resolved during initial contact or may perform additional research, problem solving, or escalation to other internal partners. May address problems not guided by precedent. Solution generation may result in the recommendation of additional action and/or bank products or programs. Provides ongoing advice and support to clients on all activity related to client accounts including assessing risk related transactions and has discretion and authority within assigned portfolio to assess and manage risk. Comprises an extensive number of different types of transactional activities. Evaluates each transactional item and accesses the appropriate actions and/or response, including probing for additional information, researching, developing solutions, escalating, or engaging the Deal Team or Product Advisors.

Applies solid skills and 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.

Identifies potential additional products/services and collaborates with other internal partners to advise the client on options to improve client experience, minimize risk, and/or positively influence change in client operations related to bank needs. May advise clients on options to positively influence change in their operations.

Account Maintenance activities include, but are not limited to the following: - Manages overdrafts, - Verifies wire transactions, - Updates account signers, - Investigates fraud issues, - Researches transactional activities, - Provides support or training on on-line self-service tools, - Handles requests for additional products (such as credit cards), - Approves fee waivers Maintenance may also include: - Provides client support for escalated product or service issues and chaperoning issue to completion -

Interaction with clients/prospects to determine potential client process improvement and provides ongoing advice and support to clients on all activity related to client accounts On-Boarding of New Clients or adding accounts for existing clients may include direct action or coordination of on-boarding activities with other internal partners.

On-boarding activities may include, but not limited to the following: - Gathers and validates all relevant legal documentation to adhere to Know Your Customer (KYC) and Anti-Money Laundering and other banking regulations. -

Prepares necessary bank documents and establish client records - Reviews account information once active and contact client with instructions and introductory training - Support onboarding of new client relationships, including welcome call process, ensuring client has enrolled in all necessary services, entitlements and controls are appropriate, and initial walkthrough of Online platform. - Reinforces and educates clients of available self-service tools. - Creates, organizes and delivers regular training and technology demonstrations via web conferencing or in person to support the client self-service strategy. - May conduct online demonstrations and trainings to support client adoption. - 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 - Adept at understanding and interpreting simple to highly complex client inquiries - Strong analytical skills with aptitude for determining root cause or underlying circumstances and identifying potential solutions - 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 - Problem solve with ability to facilitate solution by identifying issue, determining resolution or escalating when appropriate - Highly skilled as client advocate and being accountable for "closing the loop" - Strong attention to detail - Skilled at developing relationships within team and other internal partners - Experience in a direct client contact position specifically within Financial Services or Banking Environment - Knowledge of financial services and products - High School Diploma or Equivalency PLUS - 3-5 years of related professional experience (banking/financial services industry or customer service) OR 6-7 years of overall experience - Bachelor's Degree desired and may be considered as 1-2 years overall experience

For more than 35 years, SVB Financial Group (NASDAQ: SIVB) and its subsidiaries have helped innovative companies and their investors move bold ideas forward, fast. SVB Financial Group's businesses, including Silicon Valley Bank, offer commercial and private banking, asset management, private wealth management, brokerage and investment services and funds management services to companies in the technology, life science and healthcare, private equity and venture capital, and premium wine industries. Headquartered in Santa Clara, California, SVB Financial Group operates in centers of innovation around the world. Learn more at svb.com.

SVB Financial Group is an equal opportunity employer.

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.

© 2021 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).

Silicon Valley Bank is registered in England and Wales at Alphabeta, 14-18 Finsbury Square, London EC2A 1BR, UK under No. FC029579. Silicon Valley Bank is authorised and regulated by the California Department of Business Oversight and the United States Federal Reserve Bank; authorised by the Prudential Regulation Authority with number 577295; and subject to regulation by the Financial Conduct Authority and limited regulation by the Prudential Regulation Authority. Details about the extent of our regulation by the Prudential Regulation Authority are available from us on request.