Banking Associate

Banking Associate

04 Dec 2024
Arizona, Tempe, 85280 Tempe USA

Banking Associate

Vacancy expired!

Job Description

  • Supports an assigned specific portfolio of clients and accountable as first point of contact for addressing day to day requests and technical support needs, 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 guided by 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.
  • Accountable for providing client training, to increase SVB product awareness and drive adoption and product penetration.
  • Provides assistance directly or indirectly utilizing internal partners for activities related to on-boarding; assessing risk related transactions; fraud mitigation, cash flow management, inquires on other daily banking operational needs; and conducts outreach related to incident/campaign.
  • Maintains a knowledge of various products and accountable for advising clients on options to positively influence change in their operations which may include recommending modification additional bank products or programs.
  • Evaluates each transactional item and accesses the appropriate actions and/or response, including probing for additional information, researching, escalating, developing solution, or engaging the Deal Team or Product Advisors.
  • Applies appropriate judgment to assess risk in regard to Know Your Customer (KYC) and Anti-Money Laundering regulations, account ownership, account controls, fraud, fee waivers and overdraft.
  • Performs assigned functions independently and ensures all regulations, procedures, and polices are adhered to.

Responsibilities:

  • Relationship Building: 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. Formulates responses or implements action independently which may result in inquiry being resolved during initial contact or may perform additional research, problem solving, or escalation to other internal partners.
  • May address problems not guided by precedent.
  • Solution generation may result in the recommendation of additional action and/or bank products or programs.
  • 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.
  • Account Servicing 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:
  1. Manages overdrafts
  2. Verifies wire transactions
  3. Updates account signers
  4. Investigates fraud issues
  5. Research transactional activities
  6. Provides support or training on on-line self-service tools,
  7. Handles requests for additional products (such as credit cards)
  • 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 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:
  1. Gathers and validates all relevant legal documentation to adhere to Know Your Customer (KYC) and Anti-Money Laundering and other banking regulations,
  2. Prepares necessary bank documents and establish client records
  3. Reviews account information once active and contact client with instructions and introductory training Client Outreach Training and Education
  • Support onboarding of new client relationships, including welcome call process, ensuring client has enrolled in all necessary services, entitlements and controls are appropriate, and initial walkthrough of Online platform.
  • 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 and trainings to support client adoption.

Qualifications

Knowledge and Requested Skill Set:

  • 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
  • Able to multi-task in a fast-pace and extremely dynamic environment
  • Adept at understanding and interpreting simple to highly complex client inquiries
  • Strong analytical skills with aptitude for determining root cause or underlying circumstances and identifying potential solutions
  • Excellent written and verbal communication skills with ability to convey information effectively, diplomatically and tactfully with a wide variety and level of internal partners and clients
  • Desire to learn and develop a full understanding of products, processes, and enhancements and committed to continued professional improvement
  • Problem solve with ability to facilitate solution by identifying issue, determining resolution or escalating when appropriate
  • Highly skilled as client advocate and being accountable for "closing the loop” Strong attention to detail
  • Skilled at developing relationships within team and other internal partners Required

Education and Experience:

  • High School Diploma or Equivalency PLUS 3-5 years of related professional experience (banking/financial services industry or customer service) OR 6-7 years of overall experience Bachelor's Degree desired and may be considered as 1-2 years overall experience.
  • Experience in a direct client contact position specifically within Financial Services or Banking Environment Knowledge of financial services and products.
  • 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.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Related jobs

Job Details

  • ID
    JC6362537
  • State
  • City
  • Job type
    Contract
  • Salary
    N/A
  • Hiring Company
    CoreTechs Inc.
  • Date
    2020-12-04
  • Deadline
    2021-02-02
  • Category

Jocancy Online Job Portal by jobSearchi.