Client Support Advisors (CSAs) serve as the primary contact for telephone and email requests and technical support for SVB clients. CSAs are responsible for navigating, researching and/or escalating client service and/or operational inquiries. 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 in the US and the in UK.
CSAs are accountable for facilitating and delivering a “one-stop” client experience. CSAs have demonstrated experience in relationship management. This includes the ability to identify client problems/issues, to identify product and service cross-sell opportunities, and to influence client migration from paper-based to electronic platform delivery. Accountability for understanding and adhering to bank policies, procedures, legal and compliance requirements are critical components in this role. Team members share joint accountability for goal development and training initiatives. Collaboration with Relationship Advisor colleagues and operational support teams in both the UK and the US is imperative to delivering on the client experience.
Accountable for the service and technical support needs of SVB clients. Activities include daily client interaction via telephone or email, client training, problem-solving, research and escalation. Responsible for ensuring every interaction is in the client’s best interest balanced with the bank’s best interest. Accountable for follow up of client issues in agreed upon timeframe. Accountable for back office/operational decision-making including overdrafts, temporary limit increases, signature verifications, wire amendments, password resets, account maintenance and all other service-related research.
Possess knowledge related to bank deposit and cash management products and services, including but not limited to online banking platforms, account reporting, disbursement and collection cash management solutions.
Manage onboarding of new relationships by gathering and validating all relevant legal documentation to adhere to Know Your Customer (KYC) and Anti-Money Laundering regulations for new and existing relationships and establish client records. Monitor and participate in product implementation trainings. Reinforce and educate clients of available self-service tools. Create, organize and deliver regular training and technology demonstrations via web conferencing or in person to support the client self-service strategy.
Excellent communication skills, both verbal and written, in both English and Hebrew
English and Hebrew - mother tongue/professionally fluent
Ability to develop strong positive relationships with external clients and internal colleagues in Israel, UK and US.
Team player and hard worker. Willingly shares credit for wins and successes.
Quick learner and ongoing interest in learning: will need to obtain a thorough understanding of SVB's products and services and banking platforms
Ability to multi-task in a high volume environment
Excellent analytical skills, capable of explaining complex concepts in a clear and concise manner
Demonstrated experience in ongoing customer service management
Knowledge of systems and desktop navigation tools (CRM, MS Outlook)
Knowledge of bank and/or financial products is preferred
Bachelor's degree or equivalent is preferred
Solid experience (banking or financial services industry is preferred)
Herzliya Pituach Israel 2 Hamenofim Street Apt. South Tower B, 7th Floor Herzliya Pituach 46733
Banking Commercial Full-time
Mar 14, 2018, 10:36:25 AM