Client Advisor Services Lead at Silicon Valley Bank in Tempe, Arizona

Job Description:

A CAS Team Lead serves as a resource for Account Services to ensure client and team member business needs are addressed and resolved in a timely fashion. Acts as an escalation point for high-touch client escalations and resolutions. Formulates highly innovative solutions generates decisions or recommendations not governed by precedence and influences changes to service models. Coaches and engages teammates with best practices to ensure process continuity and efficiency. Challenges existing processes; recommends modifications and/or improvements; develops concepts, increases efficiencies; chaperones idea through implementation; measures success of enhancement; and modifies as necessary to optimize. Accountable for facilitating and positively influencing the client experience by delivering accurate resolution; providing client information on their financial business needs in timely manner. Develops strong relationships with internal colleagues and external clients and collaborates with relationship advisors, client support advisors, vendor partners, product managers, product support, IT application and operations support to ensure consistent delivery on the client experience.

Essential functions include:

• Monitors department SLAs, executes delegation of work, and ensures adherence to committed performance goals.
• Provides operational support to general/routine tasks as part of daily operations, including but not limited to set up or maintenance of new accounts, online banking, and cash management services.
• Flexibility in supporting dual roles between Implementation and QA and is willing to work flexible hours as needed.
• Leads or advises on special projects, initiatives, or process improvements
• Detects process gaps, challenges existing processes or approaches, and identifies areas of inefficiency or opportunity for enhancements
• Influences strategic change to service models
• Serves as resource/SME in resolving high-touch client escalations or technical escalations
• Acts as liaison for audit related inquiries, walk-throughs, and operational research/support for all department functions
• Assists with the hiring process, navigation and coaching of new employees, and helps train/develop staff to build SME.
• Acts as the interim lead in the absence of a direct manager

• Has a comprehensive understanding of operational tasks surrounding deposit products, online banking, and cash management services to assist with process design, audit related tasks, and troubleshooting complex client account needs.
• Able to multi-task in a fast-pace environment and prioritize effectively
• Adept at understanding and interpreting client inquiries
• Excellent written and verbal communication skills with ability to convey information and provide feedback and coaching
• Exhibits a strong desire to learn and develop a full understanding of products, processes, and enhancements and committed to professional improvement
• Proficient at problem solving complex issues with ability to facilitate solution by identifying issue, determining resolution, or escalating when appropriate
• Accomplished at working independently, collaborating with team members, and exhibits leadership skills
• Skilled at developing relationships within team and other internal partners
• Highly knowledgeable with ability to act as a resource as well as a coach/mentor to team members and other internal partners
• Aptitude to lead, coach, and mentor others
• High School Diploma or Equivalency PLUS
  
  
  • 5-6 years of related professional experience (banking/financial services industry or customer service) OR
  • 7-8 years of overall experience
  
  
• Bachelor's Degree desired and may be considered as 1-2 years overall experience