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Client Support Advisors (CSA’s) are the primary technical troubleshooting contact for Silicon Valley Bank (SVB’s) commercial bank clients. CSA’s are accountable for navigating, identifying and researching technical, service related and/or operational client issues for all commercial bank products and channels. The Client Support Advisor represents the voice of our client. Because of our day to day interactions with hundreds of clients, CSA’s can proactively provide client feedback on product/feature functionality and client experience to product/channel team colleagues.
CSA’s are expected to collaborate with Client Support Center (CSC) colleagues, in-market Relationship Advisor (RA) community, Global Treasury (GT), Operations, IT and vendor partners. On a day to day basis, the Client Support Advisor is accountable for researching and resolving a variety of online banking, direct send, mobile channel and operational issues through client inbound call and email channel. The Client Support Advisor team is accountable for managing our National client portfolio which is comprised of promising firms where our team serves as the single point of contact for all client interactions.
The Client Support Advisor is expected to demonstrate excellent oral and written communication skills, including development of training content and demonstrating aptitude in presentation skills, both with clients and internal business partners. CSA’s are expected to demonstrate the ability to communicate with a variety of cross functional business team partners and vendor contacts. CSA’s serve at the forefront of our client’s experience as a technical resource for new commercial banking products/channel and the incubator for new rep facing tools.
Setting client expectations and delivering consistent follow up with clients is a critical deliverable in this role. In coordination with a team of internal and/or vendor supported colleagues, our CSA’s are accountable for facilitating and demonstrating the capability to problem solve and handle client escalations with diplomacy, tact and efficiency.
Our team is expected to demonstrate the ability to coach one’s colleagues in terms of client interaction and training to best practices. Our team plays a major role in mitigating firm and client risk; as a result, CSA’s are expected to demonstrate effective research skills while managing the client experience and internal partner expectations.
Client Support Advisors share joint accountability with one’s direct manager for goal development, training initiatives, skills development plan and partner feedback loop.
Demonstrated client advocacy in a direct client contact role over the telephone and/or face to face client interactions is required.
Demonstrated ability to distill client issues, set client expectations and mitigate risk by effectively documenting client issues, identifying and escalating technical/operational/servicing issues to the appropriate business/vendor partner and closing the loop with our client is critical to this role.
Experience with payments processing/API’s/platforms is a HUGE plus!
Proficient in Microsoft products (CRM, Outlook), database applications, workflow platforms and/or analytics tools, is a plus.
Knowledge of bank/credit union/and/or broker dealer products is preferred. Product knowledge in terms of direct send (transmission), depository products (DDA, Remote Deposit Capture, Account Analysis), cash management products (Bill Pay, Lockbox, Controlled Disbursement, Positive Pay, Sweep), risk mitigation (ACH blocks/filters), investment products, and/or international products (Letters of Credit, foreign exchange, multi-currency accounts) is a plus.
Demonstrated experience in client service management. Excellent verbal and written communication skills with the ability to succinctly convey an issue and resulting outcome to clients and internal business partners is key to this role.
A must: willingly shares credit for wins and successes with ones’ teammates.
Bachelor's degree is preferred.
Typically requires minimum 3+ years working experience in banking, financial services, finance/treasury/analytics role in public or private/not for profit sector.