Silicon Valley Bank
Portfolio Service Advisor I (Finance)
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 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.
Account Servicing 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: