BE PART OF A BANK LIKE NO OTHER.

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 nearly forty years of experience in the industries we serve, and to partner with diverse teams of passionate, enterprising SVBers, dedicated to an inclusive approach to helping them grow and succeed at every stage of their business.

Join us at SVB and be part of bringing our clients' world-changing ideas to life. At SVB, we have the opportunity to grow and collectively make an impact by supporting the innovative clients and communities SVB serves. We pride ourselves in having both a diverse client roster and an equally diverse and inclusive organization. And we work diligently to encourage all with different ways of thinking, different ways of working, and especially those traditionally underrepresented in technology and financial services, to apply.

JOB DESCRIPTION

DISCLAIMER

This is an inbound phone and email role, servicing commercial credit card and debit card clients. The hours for this role will be Saturday through Tuesday, 2:30am-1:30pm MST . The employee’s targeted start date is January 31st, 2022; training will be virtual, Monday-Friday from 8am-5pm MST. On April 1st, 2022, the employee’s schedule will change to the unique schedule mentioned above. This role is eligible for a shift differential.

ESSENTIAL FUNCTIONS

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 commercial credit and debit card programs request or action; assistance with credit and debit card 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:

• 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, Remote Deposit Capture)

Technical support to clients may include, but not limited to the following:

• SVBeConnect/SBB/UK platform training (refresher training for existing clients)
• SVBeConnect and SVBGo- business partner training
• 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.
• Client Support Advisors success metrics include client satisfaction (measured via surveys), quality and efficiency (ACW- After Call Work) and schedule adherence.

KNOWLEDGE

• Knowledge of bank/credit union/and/or broker dealer products is preferred. Product knowledge in terms of direct send (transmission), depository products (DDA, MMA, Remote Deposit Capture, Account Analysis), cash management products (ACH, Wires, Bill Pay, Lockbox, Controlled Disbursement, Positive Pay, Sweep), risk mitigation (ACH blocks/filters), investment products, and/or international products (Letters of Credit, foreign exchange, Multi-Currency accounts) is a plus.

Proficient on Microsoft Office (Outlook, Word, Excel, PowerPoint, Teams and SharePoint).

“Internet savvy” with a knowledge of various browsers is a plus.

Basic understanding and expanding knowledge of internal certifications of processes, procedures and guidelines related to essential functions.

SKILLS

• 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
• Ability to follow instructions
• 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

COMPETENCIES

• Customer/Client Focus
• Organizational Skills
• Problem Solving
• Accountability
• Time Management
• Flexibility

REQUIRED EDUCATION AND EXPERIENCE

• High School Diploma or Equivalency PLUS
• Bachelor’s degree OR
• 2 - 3 years of related professional experience in banking/financial services industry
• 2 - 3 years of professional experience in customer service

© 2021 SVB Financial Group. All rights reserved. SVB, SVB FINANCIAL GROUP, SILICON VALLEY BANK, MAKE NEXT HAPPEN NOW and the chevron device are trademarks of SVB Financial Group, used under license. Silicon Valley Bank is a member of the FDIC and the Federal Reserve System. Silicon Valley Bank is the California bank subsidiary of SVB Financial Group (Nasdaq: SIVB ).

EQUAL EMPLOYMENT OPPORTUNITY

Silicon Valley Bank is an equal opportunity employer and is dedicated to expanding its commitments and investments to create a more diverse, equitable and inclusive company culture and innovation ecosystem. We are strongly committed to the values and policy of equal employment opportunity across our employment practices.

Silicon Valley Bank is registered in England and Wales at Alphabeta, 14-18 Finsbury Square, London EC2A 1BR, UK under No. FC029579. Silicon Valley Bank is authorised and regulated by the California Department of Business Oversight and the United States Federal Reserve Bank; authorised by the Prudential Regulation Authority with number 577295; and subject to regulation by the Financial Conduct Authority and limited regulation by the Prudential Regulation Authority. Details about the extent of our regulation by the Prudential Regulation Authority are available from us on request.

Together, First Citizens and Silicon Valley Bank offer you the strength and stability of a diversified financial institution with over 125 years of service and the personalized approach of a nimble financial partner. First Citizens Bank helps personal, business, commercial and wealth clients build financial strength that lasts.