Silicon Valley Bank
Relationship Advisor III (Finance)
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
Summary/Objective
Assists in the support and management of our most strategic Global Fund Banking clientele's deposit relationships in the Private Equity and Venture Capital space; working alongside a dedicated primary Relationship Advisor overseeing a portfolio of clients.
A Relationship Advisor manages a portfolio of clients and is 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:
Helps to support a positive welcome experience for borrowing and non-borrowing clients and performs proactive touchpoints to monitor their overall experience; collaborates with the Primary Relationship Advisor along with Relationship Managers and/or Product Advisors 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:
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.
60%
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.
15%
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:
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.
10%
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.
5%
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. 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
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.
Understanding or experience within the Private Equity and Venture Capital space is ideal however not required.
Certifications
None
Travel
Occasional travel may be required
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.
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.
© 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.