Liquidity Account Manager I

This is a hybrid role, with the expectation that time working will regularly take place inside and outside of our Phoenix office.

This position will support the first line client experience by providing client on-boarding, account serving and relationship management to SVB's Controlled Accounts team. This includes working with clients, creditors, attorneys, and internal partners to ensure timely and accurate resolutions to client requests and inquiries and to confidently handle multiple tasks simultaneously, deliver as promised, effectively prioritize, and escalate issues and/or seek guidance before issues impact clients or grow larger.

• ACCOUNT MAINTENANCE & SUPPORT
  • Effectively handle daily conversations with clients, creditors, law firms, and internal partners in a timely, professional manner.
  • Comprehend and interpret instructions from legal documents (Account Control Agreements, exclusive control requests, escrow requests, account restrictions, terminations, etc.)
  • Resolve complaints, prevent additional issues by anticipating follow up questions and improving processes
  • Independently research and solve simple to highly complex scenarios, escalating as needed
• SERVICE MODEL
  • Demonstrates a meticulous approach to tasks, ensuring that every aspect is thoroughly examined.
  • Work as primary point of contact with multiple teams to ensure closing timelines are met
  • Manage shared inbox and insure successful service level agreements.
  • Knowledgeable and quick responses on day-to-day client support, including wire transactions, balance inquiries, signer authorization levels, business entity types, agreement language interpretation, system access, and more
  • Client service; including speedy client response and service delivery
  • Demonstrates judgement to manage prioritization and expectations with minimal supervision
  • Identifies and resolves items out of scope by using tools and resources available
• RELATIONSHIP MANAGEMENT
  • Build relationships with clients and internal business partners
  • Adjusts communication appropriately using own judgement based on the audience
  • Basic understanding of products and ability to articulate functionality in simple easy to understand terms to clients
  • Escalate problems appropriately to internal teams
• INTERNAL/EXTERNAL PARTNERSHIPS
  • Collaborate with product manager to identify opportunities within territory
  • Collaborate with internal departments to facilitate client needs
  • Provide ongoing training and feedback
  • Ability to exercise judgement when executing on client initiated or bank-initiated work
• PRODUCT & PROCESS EXPERTISE
  • Maintaining updated knowledge of consistent evolution of company products and services including SVB Asset Management, Sweep Accounts, DACA, BACA, SACAs and their consistent evolution
  • Knowledgeable of internal bank processes and timelines to facilitate service requests
  • May conduct process and workflow training to clients, colleagues and other internal partners as needed
  • Process improvement focused to enhance efficiency or eliminate redundant processes
  • Highly adaptable and resilient, must be open to new ideas and willing to support fluid workflows.
• DATA / RECORDS MANAGEMENT & REPORTING
  • Keeping accurate records pertaining to inventory and account notes
  • Ensure client records and activities are recorded accurately across SVB's systems
  • Capture and record data relating to account acquisition and account status
  • Understanding of the systems where data is stored and focus on process improvement, monthly reporting execution/improvement, or mass system updates

Bachelor's Degree and 1 year of experience in Commercial Banking client account onboarding, maintenance, reconciliation and wire processing OR High School Diploma or GED and 5 years of experience

Preferred area of experience:

• Investment product knowledge such as sweep related products
• Experience with asset management
• Relationship management
• Experience onboarding commercial banking clients
• Ability to interpret small nuances in situation and apply understanding to select appropriate action for clients based on multi-leveled troubleshooting
• Proficiency with Microsoft office (Excel, PowerPoint, Word) and Outlook is required

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.