Client Service Advisor

Summary :

Serves as the primary contact for service requests and technical support of SVB clients resolving a variety of client operational issues or bank transaction inquiries.

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.

Responsibilities :

• 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),
• Cash management products (Business Credit Card and Debit Card, Merchant Services, QuickBooks, Investment Products).
• Technical support to clients may include, but not limited to the following :
• SVBeConnect business partner training
• QuickBooks navigation and troubleshooting

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

Required Education and Experience

• High School Diploma or Equivalency PLUS
• years of professional experience in customer service
• years of overall experience

Compensation :

The pay rate range above is the base hourly pay range that Aditi Consulting reasonably expects to pay someone for this position (compensation may vary outside of this range depending on several factors, including but not limited to, a candidate’s qualifications, skills, competencies, competencies, competencies, experience, location and end client requirements).

Benefits and Ancillaries :

Medical, dental, vision, PTO benefits and ancillaries may be available for eligible Aditi Consulting employees and vary based on the plan options selected by the employee.