20-26/hr
Client Service Advisor
Contract
4 months
Start 6/03
Process- video interview
Industry- Large commercial bank with many tech & life science customers
Hours- 8:30am-5:30pm PST
Location- Phoenix, AZ OR Salt Lake City, UT
WFH situation- Remote - must live within a commutable distance of office
Background check- yes
Why Open- New position. Client support through client contact via email or phone channels. Ideal is customer service experience out of Banking / FiServ.
Must haves:
-1+ years of banking or financial services industry
-2+ years of professional experience in customer service
-Strong communication skills (customer service work)
Preferred:
-Bachelor degree
-Cash management products (Business Credit Card and Debit Card, Merchant Services, QuickBooks, Investment Products)
Job Description:
Serves as the primary contact for service requests and technical support of bank 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. 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.
Responsibilities:
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),
• 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
• 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
