Silicon Valley Bank
Relationship Service Advisor I (Finance)
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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
Summary/Objective
Supports a portfolio of clients with relationship colleagues, responsible for nurturing the relationships to increase SVB product awareness; penetration; counter competitive activity; and serves as a point of contact supporting client on inquires related to client accounts. Relationship Service Associates (RSA) work as a member of the client-facing relationship team to provide exceptional service on day-to-day banking needs. The RSA supports directly and indirectly a portfolio of borrowing and non-borrowing clients and is responsible for deepening relationships to increase 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 lead the following core responsibilities: new client onboarding, service support of in-bound inquires, risk advice (Know Your Client (KYC) and Fraud) and client contract maintenance. Routinely makes impactful decisions and demonstrates medium levels of discretion, with guidance, with respect to their five core responsibilities.
Essential Functions
New Client Onboarding
Assists colleagues to provide a positive experience and efficiently open new accounts for borrowing and non-borrowing clients; proactively set expectations and coordinate initial KYC document collection and requirements: close on forms and funding. New client onboarding activities are for new clients that have not previously banked with SVB and also new entities of existing clients. Collaborate with operations and internal teams on document and new account requirements.
Conducts onboarding activities that may include but not limited to:
Discretion and Decision Making: Periodically makes impactful decisions and demonstrates low-medium levels of discretion, with guidance, with respect to account structures and KYC requirements.
Service Support:
Acknowledge and orchestrate fast resolution of in-bound service inquiries for over 100 service tasks; research and resolve cash management inquiries. Evaluates each transactional item and accesses the appropriate actions and/or response, including probing for additional information, researching, developing solutions, and escalating to senior team members and operations as needed. 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 transactions; 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.
May assist with basic online banking navigation for client administration.
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.
Refers to Manager, Senior Manager or RSA III for potential guidance.
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).
Risk Advice
Proactively anticipate and advise on two types of risk activities: KYC and Fraud Mitigations. For KYC: proactively anticipate and coordinate KYC Periodic Request requirements for borrowing and non-borrowing clients; monitor weekly KYC Restrictions and drive resolution, including collection of KYC information and collaboration with internal teams on periodic client reviews.
For Fraud Mitigations: evaluate risk and recommend fraud mitigations using standard Risk Assessment methodology and template. Actively resolve any existing fraud escalations and offer solutions to manage overall client risk and experience. Collaborates with Relationship Management on KYC and Fraud Assessments; collaborates with internal partners to ensure success.
Refers to Manager, Senior Manager or RSA III for potential guidance.
Discretion and Decision Making: Periodically makes impactful decisions and demonstrates low-medium levels of discretion, with guidance, with respect to risk advice including risk assessment and recommendations on anti-money laundering regulations, account ownership, account controls, fraud; Applies appropriate judgment to assess risk in regards to KYC.
Client Success
Identify opportunities and offer select products that address day-to-day banking needs of clients and assists senior and in market colleagues with proactive Pulse Checks to review account structure, CRM contacts, ongoing KYC requirements, and day-to-day banking needs.
Discretion and Decision Making: Periodically makes impactful decisions and demonstrates low-medium levels of discretion, with guidance, with respect to proactively engaging with clients to identify opportunities.
Client Contacts Maintenance
Maintain current information on client contacts; monitor hygiene of client record as part of the Pulse Checks and/or other activities; this activity is embedded across core responsibilities. Collaborates with Relationship Management, Credit Solutions and Product Advisor teams.
Refers to Manager, Senior Manager or RSA III for potential guidance.
Discretion and Decision Making: Does not make impactful decisions; does not demonstrates levels of discretion and independent judgment with respect to contacts CRM maintenance. CRM maintenance is straightforward process including what information is to be updated in what fields.
Miscellaneous
Participates in meetings, coaching and other duties or special projects as assigned by management Develops alternatives and recommendations solutions to improve processes.
Decisions
Work is structured around five core responsibilities. Prioritization of what work is conducted day-to-day is based on RSA discretion, supported by RSA Manager, based on business needs and loads. Works within established procedures, processes and/or regulatory guidelines and utilizes authority matrix to level of determinations. Independent judgment is minimal as decisions are predominantly guided by precedent or process; however, may will make decisions not guided by precedent after accessing risk.
Recommendations
Proactively provides recommendations or advice to modify and/or add products/programs to better meet the client's banking needs. Makes recommendations to improve processes including identifying solutions.
Knowledge
None
Required Education and 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 and may be considered as 2-3 years overall experience
Preferred Education and Experience
Demonstrated client relationship building experience and/or client support in financial services and/or products.
Certifications
None
Travel
Occasional travel may be required
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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.