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Branch Client Associate II

Join a bank like no other: SVB. When you work with the world's most innovative companies, you know you're making a difference every single day. 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.
As a Branch Client Associate, you will serve as the primary contact for client-facing support; fulfilling branch operation duties; and client support through various channels. Responsible for resolving a variety of simple to moderately complex client operational issues or bank transaction inquires under supervision 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 delivering accurate resolution; providing client information on their financial business needs in timely manner; and influencing client adoption of self-service tools. Achieves proficiency on completing branch operation functions efficiently while ensuring all Service Level Standards are met that include teller daily reports and routine certifications.
PRIMARY IN-BRANCH & BACK OFFICE CLIENT SUPPORT RESPONSIBILITIES INCLUDE:
Greeting all branch customers with extraordinary customer service and handling reception duties for customers meeting with other internal partners
Providing client support to inquiries that may be, but not limited to: general bank transactions; operational issues, and/or assistance with bank products. Requests are received from various channels, including face-to-face, email, phone, or from Relationship Advisors.
Working under moderate supervision and has a general skill set that is applied to the essential functions. Escalates non-routine problems or complex issues.
Processing of deposits/cashing checks, payments, fulfilling cashier check requests, placing holds, and generating Currency Transaction Reports (CTR's)
Reviewing inquiry and formulating response or implementing action to resolve which may result in inquiry being resolved during initial contact or may perform additional research, problem solving, or escalation to other internal partners.
Verifying signatures, handling loan advances or payments, responding to NSF notices for wires, checks, Foreign Exchange purchases, and processing fee reversals
Processing paperwork for new accounts, closed accounts, account updates, online banking enrollment and maintenance, products and services setup and maintenance; product and services training
Fraud monitoring and escalation
Processing mail, payments, check orders, and other common bank Teller Duties
Relationship Advisor requests may include, but are not limited to:
Arranging appointments, requesting for Cashier's Check, researching items including ensuring necessary funds are available for a withdrawal, and verifying signature
#LI-EH1
SKILLS AND REQUIREMENTS:
Demonstrated customer orientation with the ability to adapt and respond to differing communication styles
Adept at understanding and interpreting basic client inquiries
Able to manage multiple concurrent inquires making effective decisions as to prioritization and time allocation
Solid written and verbal communication skills able to convey information
Able to identify issue and determine resolution or escalate when appropriate
Able to utilize processes, tools, and procedures for detecting, addressing and preventing fraudulent situations
Strong mathematical skills
EXPERIENCE:
High School Diploma or Equivalency PLUS
1-2 years of related professional experience (banking/financial services industry or customer service) OR2-4 years of overall experience
Bachelor's Degree desired and may be considered as 1-2 years overall experience
Experience in a direct customer service position
Cash handling experience in banking or retail setting



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