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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.
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.
On-Boarding of New Clients or adding accounts for existing clients may include direct action or coordination of on-boarding activities with other internal partners. On-boarding activities may include, but not limited to the following:
Gathers and validates all relevant legal documentation to adhere to Know Your Customer (KYC) and Anti-Money Laundering and other banking regulations,
Prepares necessary bank documents and establish client records
Reviews account information once active and contact client with instructions and introductory training
Account Maintenance 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:
Verifies wire transactions,
Updates account signers,
Investigates fraud issues,
Researches transactional activities,
Provides support or training on on-line self-service tools,
Handles requests for additional products (such as credit cards),
Approves fee waivers
Maintenance may also include:
Provides client support for escalated product or service issues and chaperoning issue to completion
Interaction with clients/prospects to determine potential client process improvement and provides ongoing advice and support to clients on all activity related to client accounts
Client Training and Education
Reinforces and educates clients of available self-service tools
Creates, organizes and delivers regular training and technology demonstrations via web conferencing or in person to support the client self-service strategy
May conduct online demonstrations for prospects
The amount of time spent in each of these tasks varies by relationship advisor; the stage of accounts being serviced; and business and seasonal fluctuations. The following are the general divisions of time:
10 - 20%: On-Boarding of New Clients or adding accounts for existing clients
40 - 60%: Account Maintenance
10 - 20%: Client Training and Education
Organizes client meetings either in response to a trigger; a proactive outreach; or at the request of other internal partners. A meeting may be initiated: o as a result of an interaction to address an issue or as part of portfolio management that indicates opportunity for enhancement or modification because of a repetitive action; o as a result of routine review, such as that of deposit only or strategic clients; o as a result of proactive review in which deteriorating credit situations may be identified o as a result of the proactive analysis of the client's financial and operating strategies and potential need for alternative or additional financial services to best meet the client's immediate and long-term banking needs o as determined the client may possibly benefit from a product concentration initiative
Engages appropriate internal partners, such as the Deal Team or Product Managers/Advisors
Organizes, contributes, and may lead a pre-call plan meeting to discuss client call approach and responsibilities during the client call
Participates generally as a collaborative advisor (60% of the time) or in a support role (35% of the time); and may occasionally lead and actively advise clients (5%)
Coordinates the follow-through with any items discussed during the meeting Process Improvement
Routinely identifies areas to improve efficiency and/or client experience and may propose solution or potential modifications to procedures.
Participates in meetings, coaching and other duties or special projects as assigned by management.
Decisions 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 occasionally will make decisions not guided by precedent.
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.
Knowledge Possess extensive knowledge related to bank deposit and cash management products and services, including but not limited to online banking platforms, account reporting, cash management disbursement and collection solutions.
Solid understanding of routine client inquiries including, but not limited to: 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; and fraud monitoring, risk identification/resolution.
Demonstrated ability to develop strong positive relationships with external clients and internal partners Adept at understanding and interpreting moderate to complex client inquiries Strong analytical skills with aptitude for determining root cause or underlying circumstances and identifying potential solutions Experienced at applying critical thinking and problem solving skills to research moderately complex issues and generate recommendations that not only address issue but proactively enhance or improve client outcome Excellent communication skills capable of explaining information in a clear and concise manner and adapting delivery depending on the audience Professional, thorough and organized with strong follow-up skills Performs well in a team environment and proactively collaborates with others to serve clients Ability to understand and follow policies, procedures, and regulatory requirements Demonstrates initiative, a commitment to continuous learning, and the ability to adapt to changing demands and requirements
Competencies Customer/Client Focus Time management Prioritization Driven/Self-Motivated Problem solving Critical thinking Flexible Collaborative
Other Requirements None
Required Education and Experience High School Diploma or Equivalency PLUS 4-6 years of related professional experience (banking/financial services industry or customer service) OR 7-9 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.
Travel Occasional travel may be required
Physical Demands The employee must have the ability to use a computer keyboard, mouse, calculator, copier/fax machine, scanner and telephone. While performing the duties of this job, the employee is regularly required to talk and hear. Employee must have close visual acuity to perform an activity such as: reviewing and analyzing information; transcribing; and/or viewing a computer screen. Employee may be required to make quick decisions as to when to escalate or directly address a situation, as well as handle the stress of such situations. The work environment is indoors with a majority of time spent sitting at a desk.
Disclaimer The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. This job description is intended to indicate the general nature and level of work to be performed. Duties, responsibilities and activities may change at any time with or without notice. This job description does not constitute a contract of employment and, therefore, the company may exercise its employment-at-will rights at any time.
Internal Number: 6315761
About Silicon Valley Bank
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