There are 7 openings, remote for now, but prefer locations to be Tempe or Salt Lake City. High School Diploma or Equivalency PLUS Bachelor’s degree OR 1-2 years of related professional experience (banking/financial services industry or customer service) OR 3-4 years of overall experience
Serves as the primary contact for service requests and technical support clients resolving a variety of client operational issues or bank transaction inquires. 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. May also be responsible for influencing client adoption of online tools. Performs assigned functions under regular supervision and may have worked reviewed to ensure all regulations, procedures, and polices are adhered to. Provides client support through direct or indirect client contact via email or phone channel to inquiries that may be, but not limited to: a general bank request or action; assistance with bank products; and/or technical support. Formulates responses or implements action under supervision which may result in inquiry being resolved during initial contact or may perform additional research, problem solving, or escalation to other internal partners. Problem solving is guided by precedent. Solution generation may result in the recommendation of additional action and/or bank products or programs. General/routine inquiries may include, but not limited to the following: 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, Electronic Capture, Account analysis), cash management products (Lockbox, Controlled Disbursement, Positive Pay, Business Credit Card and Debit Card, eMerchant Solutions, Sweep, QuickBooks, Investment Products (SVBS, SAM), and international products (Letter of Credit, Foreign Exchanges, Multi-currency accounts). Technical support to clients may include, but not limited to the following: SVBeConnect/SBB/UK platform training (refresher training for existing clients) SVBeConnect – business partner training Controlled Disbursement/Lockbox/Positive Pay – system emulation/troubleshooting and Mellon escalation FTP – technical support and troubleshooting ACH and Wire modules – client training and troubleshooting for file import formats EDC – client training, browser/technical troubleshooting, escalation to vendor Business Bill Pay – troubleshooting and escalation to vendor QuickBooks navigation and troubleshooting Credit Card/Debit Card Servicing and Troubleshooting- declines/transaction inquiry, lost/stolen and fraud reporting, statement navigation and reconciliation, address changes, online banking support and other credit card related research.