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Supports a portfolio of clients and responsible for nurturing the relationships to increase SVB product awareness; penetration and serves as a point of contact supporting client on inquires related to client accounts. Client Service Advisors (CSA) work as key member of the client-facing relationship team to provide exceptional service on day-to-day banking needs. The CSA assists with the management of a portfolio of borrowing and non-borrowing clients and is responsible for deepening relationships to increase client satisfaction, SVB product penetration, and referrals of new prospects to SVB.
CSA's assist in market Relationship Advisors with the following five 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.
New Client Onboarding
Provide positive welcome 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; orient new employees of existing clients to on-line banking platform and services. New client onboarding activities are for new clients that have not previously banked with SVB and also new entities of existing clients. Collaborates with the operations, Relationship Manager, and/or Product Advisor team to ensure a timely and quality onboarding experience. Collaborate with internal teams on KYC document requirements.
Conducts onboarding activities that may include but not limited to:
Gathers and validates all relevant legal documentation to adhere to KYC
Prepares necessary bank documents; establishes client records and account structures
Closes on forms and funding
Reviews account information once active
May assist with introductory orientation to the SVB platform, services and contacts list
Advises clients on account structures with medium complexity that include:
Domestic accounts and services
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, 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 additional products/services and/or potential solutions to unforeseen issues. 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
Assists with online banking navigation for client administration and transaction reconciliation.
Monitor cases until closed with satisfactory results for client. This is inclusive of leveraging strong operational knowledge and collaborating with internal colleagues to ensure satisfactory results.
Manages limited escalations with guidance from Manager or higher-level team members.
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.
Proactively identify opportunities and offer select products that address day-to-day banking needs of clients, in addition to training of the Online Banking Platform and self-service tools. Collaborates with Relationship Management and Product Advisor teams.
Positions solutions, from qualify to close, including but not limited to:
Demand Deposit Accounts (DDAs)
Money Market Accounts (MMAs)
Credit Cards (Partial)
Remote Capture Services (RDC, Remote LockBox)
Client Training and Education
Support onboarding of new client relationships and initial walkthrough of Online platform.
Reinforces and educates clients of available self-service tools.
Creates, organizes and delivers regular training and technology demonstrations for prospects and existing clients; specific to Online Banking and Wire Import Demos
2+ years of related professional experience (banking/financial services industry or customer service) Associate or Bachelor's Degree desired
Proficiency in Microsoft products (CRM, Outlook), database applications, workflow platforms and/or analytics tools, is a plus.
Broad knowledge of commercial bank deposit and cash management products and services, including online banking platforms, account reporting and cash management disbursement
Broad knowledge of transactional service support best practices; familiarity with adhering to/use of workflows/processes, incident reporting procedures, CRM and tracking tools, and SLAs as appropriate
Understanding of routine client inquires including general account and/or product support, user administration, fraud monitoring
Familiarity with general banking procedures and regulatory requirements including KYC
Knowledge of On-Boarding practices; familiarity with standard procedures including document collection, expectation setting, training
Familiarity with cross-sell fundamentals including typical methods to listen for, qualify and engage right resources to address client need
Knowledge of general client account planning methods (e.g., periodic check-ins or comprehensive strategic business reviews)
Demonstrated ability to develop and maintain trusted relationships with internal colleagues and clients across all levels (from VP Finance to Accounting Clerk)
Excellent organizational skills; ability to actively manage a high volume and range of disparate daily activities
Strong oral and written communication skills; ability to convey complex concepts in a clear and concise manner
Proven client service experience including interpreting client inquires and use of systems and tools to log and monitor cases
Problem solver; use of honed analytical skills and critical thinking to evaluate root cause issues and recommend solutions
Aptitude to grow cross-sell skills including qualification, needs analysis and product recommendations to address client needs
Adept at quickly learning new processes, service offerings, complex product information, market / segment characteristics etc.
Demonstrates proactive and positive attitude, commitment to continuous learning and improvement
Proven aptitude to collaborate with range of internal constituents from Service to Sales (Relationship Management) to Product Advisory