Relationship Advisor II Job at Silicon Valley Bank
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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:
Summary/Objective
Manages a portfolio of clients and responsible for growing and nurturing the relationships to increase SVB product awareness; penetration; counter competitive activity; and serves as first point of contact supporting client on inquires related to client accounts. Relationship Advisors (RA) work as key member of the client-facing relationship team to provide exceptional service on day-to-day banking needs. The RA manages a portfolio of borrowing and non-borrowing clients and is responsible for deepening relationships to increase client satisfaction, monitors product penetration, independently qualifies banking solutions, and makes day-to-day credit decisions. The RA is considered the “eyes and ears” to relationship team, as the RA typically has first contact on daily banking needs and maintains a pulse on client satisfaction.
RA’s lead the following five core responsibilities: new client onboarding, service support of in-bound inquiries, risk advice (Know Your Client (KYC) and Fraud), client success, and client contract maintenance. Routinely makes impactful decisions and demonstrates independent discretion, without guidance, with respect to their five core responsibilities. RA III’s will assist lower level RA’s and key business partners with coaching and solutions through more complex problems.
Essential Functions
New Client Onboarding:
Leads positive welcome experience for borrowing and non-borrowing clients and performs proactive touchpoints to monitor their overall experience; collaborates with the Relationship Manager and/or Product Advisor team to ensure a timely and quality onboarding experience. Proactively sets expectations on account structures, KYC documentation requirements, and overall engagement model with SVB. Includes orienting new employees of existing clients to on-line SVBs products and services. Coordinates and hands off execution of account opening process to centralized support teams.
Conducts onboarding activities that may include but are not limited to:
- Leads prospect discussions, demos, and deposit account structures independently.
- Gathers and validates all relevant legal documentation to adhere to KYC
- Once accounts are open, reviews client to ensure funding and usage is appropriate
- Performs proactive touchpoints to measure overall onboarding experience
- Builds relationships with key client personnel
Advises clients on account structures with complexity that include:
- Domestic accounts and services
- Global (UK)
- Multi-Currency
- Multi-Entity Structures
Decisions / Discretion: Routinely makes impactful decisions and demonstrates independent discretion and judgment with respect to deposit products, account structures, prospect demos and discussions, and KYC requirements. These decisions result in positive client experiences, retention, and overall onboarding experience.
Service Support:
Acknowledge and orchestrate fast resolution of in-bound service inquiries; effectively transfer named service tasks to appropriate support teams for management and resolution. Research and resolve complex inquiries; monitor cases until closed with satisfactory results for client; go beyond the transaction and identify broader solutions and trends. Perform close the loop activities to streamline service experience and provide satisfactory client results.
Manages Escalations without guidance from Manager or higher-level team members.
Decisions / Discretion: Demonstrates independent discretion and makes daily decisions on credit related activities like overdrafts and fee adjustments, delivers solutions on all service requests, assesses appropriate actions and/or response, probing for additional information, developing solutions and solves complex issues. Will proactively engage the Relationship Manager or Product Advisor as required. RA IIIs can handle complex client situations and seek opportunities to coach other lower level RAs through them.
Risk Advice:
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, lead client discussions, and recommend fraud mitigation strategies using Risk Assessment methodology. Actively resolve any existing fraud escalations and offer solutions to manage overall client risk, bank risk and end to end experience. Collaborates with Relationship Management, and Fraud Partners to solutions are delivered timely and ensure success for both the client and the bank.
Decisions / Discretion: Routinely makes impactful decisions and demonstrates independent discretion and judgment with respect to risk advice including risk assessments, anti-money laundering regulations, account ownership, account controls, fraud; Applies appropriate judgment to assess risk in regards to KYC.
Client Success:
Proactively identify opportunities on selects product offerings that address day-to-day banking needs of clients; proactively conducts client touchpoints to build relationships, review account structure and usage, identify client changes (both business and people) that have occurred and will be coming, and ensure banking needs are being met leading to greater client satisfaction. Collaborates with Relationship Management and Product Advisor teams as needed.
Positions solutions, from qualify to close, for the following select products:
- Account Structures
- Demand Deposit Accounts
- Money Market Accounts
- Zero Balance Accounts
- Multi-Currency Accounts
- Debit Cards
- Online Banking Controls
- Bill Pay
- Remote & Mobile Deposit
- Fraud Control Services
- Cash Sweep
- ACH
- Credit Cards (Partial)
RA IIIs will assist lower level RAs with Client Success activities.
Decisions / Discretion: Routinely makes impactful decisions and demonstrates high levels of discretion and independent judgment with respect to proactively engaging with clients, identify and qualify solutions, provide successful referrals to Relationship Management and Product Advisor partners.
Client Contacts Maintenance:
Maintain current information on client contacts; monitor hygiene of client record as part of the client check ins and/or other activities; this activity is embedded across core responsibilities. Collaborates with Relationship Management, Credit Solutions and Product Advisor teams.
Decisions / Discretion: Limited decision and discretion since contact maintenance is a standard process.
Decisions
Works independently within the five core responsibilities. Prioritization of what work is conducted day-to-day is based on RA discretion and supported by RA Managers. Works within established procedures, processes and/or regulatory guidelines and utilizes authority matrix to make independent decisions. Independent judgment is made throughout the 5 pillars. RAs have a keen focus on making decisions to drive client satisfaction and also balancing the risk within the bank.
Recommendations
Independently qualifies products, 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 including identifying solutions.
Knowledge
- Extensive knowledge of commercial bank deposit and cash management products and services, including online banking platforms, account reporting and cash management disbursement
- Extensive 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
- Extensive knowledge of On-Boarding practices; familiarity with standard procedures including document collection, expectation setting, training
- Extensive knowledge with general banking procedures and regulatory requirements including KYC
- Knowledge of bank and client risk and ability to speak to bank offering and fraud mitigation strategies
- Knowledge of 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)
Skills
- Strong client service experience including interpreting client inquires and use of systems and tools to log and monitor cases
- Demonstrated ability to develop and maintain trusted relationships with internal partners and clients across all levels (from VP Finance to Accounting Clerk)
- Excellent oral and written communication skills including client facing presentation skills
- Deep commercial banking product knowledge
- Demonstrated ability of cross-sell skills including qualification, needs analysis and product recommendations to address client needs
- Strong problem solving skills; use of honed analytical skills and critical thinking to evaluate complex root cause issues and recommend solutions
- Excellent organizational skills; ability to actively manage a moderate volume and range of disparate daily activities
- Proven aptitude to collaborate with range of internal constituents from Service to Sales (Relationship Management) to Product Advisory
- Demonstrates empathy with internal and client engagement activities and can manage conflicts effectively
- Demonstrates proactive and positive attitude, commitment to continuous learning and improvement
- Demonstrated ability at quickly learning new processes, service offerings, complex product information, market / segment characteristics etc.
Competencies
- Customer/Client Focus
- Time management
- Prioritization
- Driven/Self-Motivated
- Problem solving
- Critical thinking
- Flexible
- Collaborative
- Accountability
- Fostering Teamwork
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.
Certifications
None
Travel
Occasional travel may be required
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.
Base Pay:
Actual starting base pay will be determined on skills, experience, and other non-discriminatory factors permitted by law. Total compensation may also include variable incentives, bonuses, benefits, and/or other perks, as outlined in any formal offer made.
SVB benefit programs are designed to meet our employees where they are in life. SVBers may enroll in core benefits programs, plus take advantage of customized perks and offerings, including those designed to support families, however defined. More information regarding our benefits offerings can be found
here
.
© 2022 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 UK Limited is registered in England and Wales at Alphabeta, 14-18 Finsbury Square, London EC2A 1BR, UK (Company Number 12546585). Silicon Valley Bank UK Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority (Firm Reference Number 543146). Details about the extent of our regulation by the Prudential Regulation Authority are available from us on request.
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