Liquidity Account Manager II

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

The Liquidity Account Manager (LAM) will support the first line client experience by providing client on-boarding, account serving and relationship management to SVB's Controlled Accounts team. The LAM individual will work with clients, creditors, attorneys, and internal partners to ensure timely and accurate resolutions to client requests and inquiries and will be able 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 email and 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, and out of scope items ensuring that every aspect is thoroughly examined by using tools and resources available.
Work as primary point of contact with multiple teams to ensure closing timelines are met.
Manage shared inbox and ensure successful service level agreements.
Demonstrates judgement to manage prioritization and expectations with minimal supervision.
RELATIONSHIP MANAGEMENT
Building relationships with clients and internal business partners, with an expert ability to manage conflict and escalate appropriately.
Adjusts communication appropriately using own judgement based on the audience.
Thorough understanding of products and ability to articulate functionality in simple easy to understand terms to clients.

INTERNAL/EXTERNAL PARTNERSHIPS
Collaborate with teams to identify and grow opportunities and facilitate client needs.
Provide ongoing training and feedback.
Ability to exercise judgement when executing on client initiated or bank-initiated work, including visits to the Phoenix office as required.
PRODUCT & PROCESS EXPERTISE
Maintaining updated knowledge of consistent evolution of company products, systems and servicing including Deposit Accounts, Escrow, Control Agreements, and SVB Asset Management.
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
Provide information needed to generate reports to track activities, progress, accuracy and develop strategies.
Ensure client records and activities are recorded accurately across Bank's systems.
Understanding of the systems where data is stored and focus on process improvement, monthly reporting execution/improvement, or mass system updates.

KNOWLEDGE
Basic understanding of KYC and EDD banking requirements
Applies critical thinking skills, theories, concepts to standards and practices in function or discipline. Awareness of related areas and the business context in which the work is performed. Utilizes the tools provided, Microsoft 365, CBS, RMS, Documentum, SVBGO, MLO, SharePoint, etc.
Understanding or capacity to understand products supported by LAM team such as SVB Asset Management, Cash Sweep, Insured Cash Sweep, Escrow, and Control Agreements.

SKILLS
Strong written and verbal communication skills. Ability to communicate complex information clearly and concisely. Strong collaboration skills; confident interfacing across various levels in the organization; ability to be flexible.

Understanding and application of complex materials are crucial to the success of the LAM team. This individual will need to interpret small nuances in situation and apply understanding to select appropriate action for clients based on multi-leveled troubleshooting.

COMPETENTCIES

Problem Solving and Autonomy - Precedent's guide decisions or formulation of alternatives. But not all situations fit within the guidelines of standard practice. However, they should still be able to use prior precedents to base future decisions.

Functional Expertise - Applies principles, theories, concepts to standards and practices in function or discipline. Awareness of related areas and the business context in which the work is performed. Utilizes the tools provided: Microsoft 365, CBS, Appian, Documentum, SVBGO, MLO, etc.
Teamwork - Ability to manage oneself through the workflow while maintaining awareness of colleagues' work. When a colleague is out of the office team members will cover one another to ensure client inquiries or requests are not delayed. Some onboardings may last weeks and it is critical to stay connected with team members through a virtual environment to ensure items are executed in a timely fashion.

Basic Requirements:
Bachelor's Degree and 1 years of experience in investment finance OR High School Diploma or GED and 5 years of experience investment finance.

Preferred Requirements:
Relationship Management or Banking Experience.

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.