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When you work with the world's most innovative companies, you know you're making a difference. Our clients are the game changers, leaders and investors who fuel the global innovation economy. They're the businesses behind the next medical breakthroughs. And the visionaries whose new technologies could transform the way people live and work. They come to SVB for our expertise, deep network and 30+ years of experience in the industries we serve, and to partner with passionate, enterprising SVBers, dedicated to helping them grow and succeed at every stage of their business.
Join the SVB team and help bring our clients' world-changing ideas to life.
The Client Service Advisor serves as the primary contact for service requests and technical support of SVB clients resolving a variety of client operational issues or bank transaction inquires. Receives requests through various channels and generates resolution by navigating, researching or escalating the issue typically guided by precedent and/or established procedures. Accountable for facilitating and positively influencing the client experience by effectively communicating and delivering accurate resolution. Provides client information on their financial business needs in timely manner. May also be responsible for influencing client adoption of online tools. Performs assigned functions under regular supervision and may have worked reviewed to ensure all regulations, procedures, and polices are adhered to.
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 under supervision which may result in inquiry being resolved during initial contact or may perform additional research, problem solving, or escalation to other internal partners. Problem solving is guided by precedent. Solution generation may result in the recommendation of additional action and/or bank products or programs.
General/routine inquiries may include, but not limited to the following:
Outbound welcome calls
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:
cash management products (Lockbox, Controlled Disbursement, Positive Pay, Business Credit Card and Debit 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
Credit Card/Debit Card Servicing and Troubleshooting- declines/transaction inquiry, lost/stolen and fraud reporting, statement navigation and reconciliation, address changes, online banking support and other credit card related research.
Knowledge of bank and/or financial products is preferred. Products include, but not limited to:
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).
Proficient on Microsoft Office (Outlook, Word, Excel, PowerPoint and Communicator)."Internet savvy" with a knowledge of various browsers a plus.
Basic understanding and expanding knowledge of internal certifications of processes, procedures and guidelines related to essential functions.
Able to multi-task in a fast-pace and extremely dynamic environment
Capable of understanding client inquiries.
Solid written and verbal communication skills with ability to convey information.
Desire to learn and develop a full understanding of products, processes, and enhancements.
Able to identify issue, determine resolution, or escalating when appropriate.
Capable to act as client advocate and being accountable for "closing the loop"
Strong attention to detail.
Able to recognize key operational risks facing clients and the company and escalates.
High School Diploma or Equivalency PLUS.
Bachelor's degree OR 1-2 years of related professional experience (banking/financial services industry or customer service) OR 3-4 years of overall experience
For more than 30 years, Silicon Valley Bank (SVB) has helped innovative companies and their investors move bold ideas forward, fast. SVB provides targeted financial services and expertise through its offices in innovation centers around the world. With commercial, international and private banking services, SVB helps address the unique needs of innovators.
Silicon Valley Bank is the California bank subsidiary and commercial banking operation of SVB Financial Group (Nasdaq: SIVB), and a member of the FDIC. Silicon Valley Bank and SVB Financial Group are members of the Federal Reserve System.
SVB Financial Group is an equal opportunity employer.