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 nearly forty 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

Job Description

Relationship Service Advisors (RSA) work as a member of the client-facing relationship team to provide exceptional service on day-to-day banking needs of our Technology, Healthcare, and Wine clients. The RSA supports directly and indirectly a portfolio of borrowing and non-borrowing clients and is responsible for client satisfaction. This is done by assisting colleagues to complete client requests and to work directly with clients to ensure their banking service needs are met.

RSA's core responsibilities include account, product, and client information file maintenance. RSAs are to acknowledge and orchestrate fast resolution of client in-bound service inquiries. Applies operational 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 transaction/information; and determining when and who to escalate to resolve issues. Collaborates with other internal partners to improve client experience, minimize risk, and/or positively influence change in client operations related to bank needs.

Monitor cases until closed with satisfactory results for client. This is inclusive of leveraging operational knowledge collaborating with internal colleagues to ensure satisfactory results.

Manages limited escalations with guidance from Manager or higher-level team members.

Discretion and Decision Making: Periodically makes impactful decisions and demonstrates low-medium levels of discretion, with guidance, with respect to in-bound service inquiries including assessing the appropriate actions and/or response, probing for additional information, researching, escalating, developing solutions, and/or engaging the applicable internal team(s).

Knowledge

• Basic knowledge of commercial bank deposit and cash management products and services, including online banking platforms, account reporting and cash management products/services.


• Basic knowledge of transactional service support best practices; familiarity with adhering to/use of workflows/processes, incident reporting procedures, CRM and tracking tools, and SLAs as appropriate


• Understanding of routine client inquires including general account and/or product support, user administration, fraud monitoring


• Familiarity with general banking procedures and regulatory requirements including KYC

Qualifications/Skills

• Demonstrated ability to develop and maintain trusted relationships with internal colleagues and clients (primarily levels accounting staff)


• Excellent organizational skills; ability to actively manage a high volume and range of disparate daily activities


• Strong oral and written communication skills; ability to convey complex concepts in a clear and concise manner


• Proven client service experience including interpreting client inquires and use of systems and tools to log and monitor cases


• Problem solver; use of honed analytical skills and critical thinking to evaluate root cause issues and recommend solutions


• Adept at quickly learning new processes, service offerings, complex product information, market / segment characteristics etc.


• Demonstrates proactive and positive attitude, commitment to continuous learning and improvement

Required Education/Experience

• High School Diploma or Equivalency PLUS


• 3-4 years of related professional experience (banking/financial services industry or customer service) OR


• 5-7 years of overall experience


• Bachelor's Degree desired

© 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).

Equal Employment Opportunity

Silicon Valley Bank is an equal opportunity employer and is dedicated to expanding its commitments and investments to create a more diverse, equitable and inclusive company culture and innovation ecosystem. We are strongly committed to the values and policy of equal employment opportunity across our employment practices.

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.

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