Client Service Advisor
Location: Tempe, AZ 85281
Durations: 7+ months
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.
Knowledge of bank and/or financial products is preferred. Products include, but not limited to:
Depository products (DDA, CD, MMA, Electronic Deposit Capture, account analysis),
Cash management products (Business Bill Pay, Lockbox, Control Disbursement, Positive Pay, Business Credit Card, eMerchant Solutions, Sweep, QuickBooks),
Investment products (SVBs, SAM), and
International products (Letter of Credit, Foreign Exchange, Multi-Currency accounts).
Proficient on Microsoft Office (Outlook, Word, Excel, PowerPoint and Communicator).
“Internet savvy” with a knowledge of various browsers a plus
Basic understanding and expanding knowledge of internal certifications of processes, procedures and guidelines related to essential functions.
Able to multi-task in a fast-pace and extremely dynamic environment
Capable of understanding client inquiries
Solid written and verbal communication skills with ability to convey information
Desire to learn and develop a full understanding of products, processes, and enhancements
Ability to follow instructions
Able to identify issue, determine resolution, or escalating when appropriate
Capable to act as client advocate and being accountable for “closing the loop”
Strong attention to detail
Able to recognize key operational risks facing clients and the company and escalates
Our clients span many industries including financial services, manufacturing, healthcare, and insurance. We have a proven track record in helping them maximize their IT investment and achieve their business goals.
Strategic Systems has provided Business and Technology-Based Services to Fortune 500 companies for over 15 years. These services, as illustrated below, provide an agile, flexible and predictive approach to Application Development, Application Management, Data Management, Network Management and QA Testing across a broad spectrum of Industries. Strategic Systems delivers its services in a cost effective manner from one of three global locations: State Side, Nearshore and Offshore. These services incorporate extensive industry experience coupled with a delivery frame work that provides our customers superior resources, processes and technologies used to analyze, develop, test and deploy a quality product.