Client Advisor Services Lead - Center of Excellence
The Client Advisor Services Lead s erves 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.
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
Executes the primary essential functions of a Relationship Advisor or Client Service Advisor, depending on experience and/or expertise.
Client Service Advisor
Provides client support through direct or indirect client contact via email or phone channel to inquiries that may be, but not limited to: a general bank request or action; assistance with bank products; and/or technical support.
Formulates responses or implements action which may result in inquiry being resolved during initial contact or may perform additional research, problem solving, or escalation to other internal partners. Inherently assesses risk and provides appropriate recommendations. Identifies repetitive issues and engages other internal partners to resolve or create enhancements to minimize or eliminate occurrence. Solution generation that is highly innovative and may result in the recommendation of additional action and/or bank products or programs, and may involve the formulation of solutions not governed by precedence.
General/routine inquiries may include, but not limited to the following:
- General account and/or product support inquires
User administration inquiries and associated online training
Operational troubleshooting for all products and services
Liaison between client and internal business partners for problem resolution
- Fraud monitoring, risk identification/resolution
Assistance on bank products may include, but not limited to the following:
depository products (DDA, CD, MMA, Electronic Capture, Account analysis),
cash management products (Lockbox, Controlled Disbursement, Positive Pay, Business Credit Card, eMerchant Solutions, Sweep, QuickBooks, Investment Products (SVBS, SAM), and international products (Letter of Credit, Foreign Exchanges, Multi-currency accounts).
Technical support to clients may include, but not limited to the following:
SVBeConnect/SBB/UK platform training (refresher training for existing clients)
- SVBeConnect - business partner training
Controlled Disbursement/Lockbox/Positive Pay - system emulation/troubleshooting and Mellon escalation
- FTP - technical support and troubleshooting
ACH and Wire modules - client training and troubleshooting for file import formats
EDC - client training, browser/technical troubleshooting, escalation to vendor
Business Bill Pay - troubleshooting and escalation to vendor
- QuickBooks navigation and troubleshooting
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
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 Required Education/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