Client Service Specialist
📋 Role Overview & Responsibilities
Overview
The Client Service Specialist provides advanced operational support for a business unit in the execution of daily activities in support of the SVB technology platform. Facilitates processes and associate workflow while ensuring compliance with all applicable regulations and policies. Maintains records or systems crucial for business operations. Answers email, online chat and phone inquiries and resolves issues, updating department records or systems accordingly, in alignment with service standards and business goals. Assists in the identification of process inefficiencies or opportunities for improvement. May guide less experienced specialists on the team through knowledge in the area of work.
This is a hybrid position located in Phoenix, AZ and candidates must live within a commutable distance of this office location. The schedule for this role is typically Monday through Friday with a shift between the hours of 5:00 AM - 5:30 PM Pacific Time (subject to change based upon business needs).
Responsibilities
Service - Answers inbound communications to service accounts, fulfill requests, or address issues. Determines target needs and provides resolution while maintaining a high standard of service. Identifies appropriate course of action for more complex issues or disputes.Operational Support - Performs various operational tasks that occur during customer, vendor, and associate inquiries. Streamlines the workflow for other associates within the business unit through operational activities. Identifies and communicates process inefficiencies. May offer recommendations for process improvements.Documentation - Handles standard documentation associated with daily activities, which may include processing, reviewing, or distributing materials. Maintains and updates department records either physically or within a system.Business Proficiency - Provides knowledge in area of work. Reviews and maintains knowledge of any laws, regulations, and policies that affect specific job duties to produce work that is accurate, efficient, and compliant. Utilizes product, system, or process familiarity to resolve problems and handle customer requests. May offer guidance and direction to less experienced specialists through knowledge in area of work.
Qualifications
High School Diploma or GED and 2 years of experience in Financial Services or Operations Support
Preferred Qualifications
Working knowledge of SVB products and servicesInbound contact center experienceExperience supporting commercial banking customers via email and online chatStrong written and oral communication skills
Frequently Asked Questions
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This position is located in Cottonwood Heights, UT with potential relocation and sponsorship assistance depending on candidate qualifications.
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