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

Disclaimer

The hours for this role will be Tuesday-Friday, 3pm-12am, Saturday 10am-7pm.

Summary/Objective

Serves as a resource for the CAS community to ensure client and team member business needs are addressed and resolved and acts as an escalation point for select client issues. Formulates highly innovative solutions generates decisions or recommendations not governed by precedence and influences changes to service models. Coaches and engages teammates with best practices to ensure process continuity and efficiency. Challenges existing processes; recommends modifications and/or improvements; develops concepts to increase efficiencies; chaperones idea through implementation; measures success of enhancement; an-d modifies as necessary to optimize. Accountable for facilitating and positively influencing the client experience by delivering accurate resolution; providing client information on their financial business needs in timely manner. Develops strong relationships with internal colleagues and external clients and collaborates with relationship advisors, client support advisors, vendor partners, product managers, product support, IT application and operations support to ensure consistent delivery on the client experience and contribute to the firm wide net promoter (NPS) strategy.

Essential Functions

Accountable for identifying opportunities and driving change to increase efficiency, operational effectiveness; and/or overall client experience, including, but not limited to:

• Challenges existing processes or approaches and identifies areas of inefficiency or opportunities for enhancements
  
  


• Applies problem solving skills and critical thinking to generate potential remediation or alternative strategies; presents to team and/or internal partners for input and guides discussion to derive optimal results
  
  


• Influences strategic change to service models
  
  


• Leads design and implementation of solution and drives to desired outcome
  
  


• Provides training on new processes
  
  


• Measures effect of improvement or enhancement
  
  


• Modifies as required to further improve efficiency
  
  

Functions as a resource and Subject Matter Expert for the CAS community, including but not limited to:

• Navigates and coaches others on internal and client facing applications
  
  


• Generates resolutions for issues not guided by precedent.
  
  


• Ensures client and team member business needs are addressed and resolved
  
  


• Trains, coaches, mentors, and/or aids in the development of others
  
  


• Represents the CAS Community in meetings with other internal partners
  
  


• Supports leadership in the running of the team while gaining leadership and management skills
  
  


• Acts as a point of escalation and exercises sound business acumen and judgement resolving issue, including identifying when issue requires further escalation
  
  

Knowledge

Advanced knowledge of bank and/or financial products is preferred. Products include, but not limited to:

• Depository products (DDA, CD, MMA, Electronic Deposit Capture, account analysis),
  
  


• Cash management products (Business Bill Pay, Lockbox, Control Disbursement, Positive Pay, Business Credit Card, eMerchant Solutions, Sweep, QuickBooks),
  
  


• Investment products (SVBs, SAM), and
  
  


• International products (Letter of Credit, Foreign Exchange, Multi-Currency accounts).
  
  

Recognizes key operational risks facing clients and the company

Competent in managing client processes relating to service maintenance and relationship management.

Proficient on Microsoft Office (Outlook, Word, Excel, PowerPoint and Communicator).

"Internet savvy" with a knowledge of various browsers a plus

Proven ability to recognize and assess key operational risks facing clients and the company and make appropriate recommendations

Skills

Able to multi-task in a fast-pace environment and prioritize effectively

Adept at understanding and interpreting client inquiries

Excellent written and verbal communication skills with ability to convey information and provide feedback and coaching

Exhibits a strong desire to learn and develop a full understanding of products, processes, and enhancements and committed to professional improvement

Proficient at problem solving complex issues with ability to facilitate solution by identifying issue, determining resolution or escalating when appropriate

Effectively acts as client advocate and accountable for "closing the loop"

Accomplished at working independently, collaborating with team members, and exhibits leadership skills

Skilled at developing relationships within team and other internal partners

Highly knowledgeable with ability to act as a resource as well as a coach/mentor to team members and other internal partners

Aptitude to lead, coach, and mentor others

Required Education and Experience

High School Diploma or Equivalency PLUS

5-6 years of related professional experience (banking/financial services industry or customer service) OR

7-8 years of overall experience

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

© 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.

Apply Now