Client Service Specialist II (Sat-Fri 12am-9am PST
Company: Silvergate
Location: San Diego
Posted on: May 16, 2022
Job Description:
Job DescriptionSilvergate Capital Corporation (NYSE: SI) is the
leading provider of innovative financial infrastructure solutions
and services for the growing digital currency industry. The
Company's real-time payments platform, known as the Silvergate
Exchange Network, is at the heart of its customer-centric suite of
payments, lending and funding solutions serving an expanding class
of digital currency companies and investors around the world.
Silvergate is enabling the rapid growth of digital currency markets
and reshaping global commerce for a digital currency future.
Challenging convention by empowering people allows us to exceed
expectations for our clients while cultivating an awesome
culture.The Client Service Specialist II (CSS) is responsible for
assisting in the retention and expansion of existing client
relationships through the provision of superior client service. The
Client Service Specialist is responsible for creating value for our
clients by providing personal and friendly service and by being
available and responding in an effective and timely manner. This
position is responsible for being a product knowledge expert for
our clients and resolving any problems quickly and
efficiently.ESSENTIAL DUTIES AND RESPONSIBILITIESGeneral
- Ensure appropriate operating policies and procedures are
executed
- Maintain knowledge of all documentation required to open a
business account, including auxiliary products that customers may
require such as ACH origination, Silvergate Exchange Network (SEN),
FX services, etc.
- Answer high volume of calls, emails, and live chats
- Maintain knowledge of wire transfer processes and procedures,
both domestic and foreign
- Investigate and clarify client requests, research and explore
alternative solutions to ensure successful resolution,
appropriately close and disposition interactions
- Maintain or exceed established standards for client service,
and resolve issues; escalate complex issues as necessary
- Apply strong critical thinking and problem-solving skills to
meet client needs
- Ensure optimum productivity and accuracy in regard to client
transactions
- Ensure prompt and appropriate error resolution
- Resolve client complaints promptly and appropriately
- Ensure problem resolution balances client service and risk
management
- Maintain comprehensive knowledge of the Bank's products and
services
- Meet deadlines
- Manages workload in a productive manner
- General risk management
- Not to harm consumers with any act that could be misleading,
unfair, deceptive, or abusive in act or practice.
- Communicates all client service-related issues/problems to
management immediately.
- Maintain current knowledge of all federal and state laws and
regulations, along with the Bank's policies and procedures
- Must adhere to the company's core values of Challenge
Convention, Do What's Right, Take Ownership, Empower People, Exceed
Expectations, and Cultivate Awesome all while keeping our "Why?"
front of mind. Our Why? Silvergate is the banking platform for
innovators, and we believe in the power of entrepreneurs to create
prosperity for our communities Job Dimensions
- Manage internal controls to ensure passing audit controls
- Minimize controllable losses through compliance to policy and
procedure
- Comply with the Bank's Bank Secrecy Act and Anti-Money
Laundering policies and procedures as applicable to the job
function
- Required to work a 40-hour week including Federal
Holidays.
- May be required to serve in an on-call capacity to respond to
an unforeseen circumstance or emergency and, if such circumstance
arises, to report to work after the end of the employees' regular
shift and before the beginning of their next scheduled shift. This
may include overnight weekends and holidays.KNOWLEDGE, SKILLS AND
ABILITIES
- At least 1-3 years of banking experience, commercial banking
preferred
- Excellent interpersonal skills – personal, friendly, warm,
caring
- Ability to listen carefully and take notes
- Positive attitude and willingness to serve others
- Strong attention to details
- High school diploma or equivalent, Bachelor's degree
preferred
- Experience with Microsoft Office programs and enterprise
software systems
- Ability to communicate clearly and concisely both orally and in
writing BANK SECRECY ACT REQUIREMENTSResponsible for adhering to
the reporting and recordkeeping requirements of the Bank Secrecy
Act and Anti-Money Laundering rules and regulations, observing
economic sanctions by prohibiting transactions as specified by the
Office of Foreign Asset Control (OFAC), following the Company's
customer identification program (CIP) rules, observing all Company
policies and procedures relating to BSA, OFAC, CIP, and related
acts, and participation in ongoing related training.WORK
CONDITIONSRemote work environment. PHYSICAL DEMANDSWhile performing
the duties of this job, the employee is:
- Regularly required to talk or hear
- Required to communicate with customer and coworkers verbally
and in writing
- Occasionally required to stand; walk
- Occasionally required to lift up to 10 pounds
- Required to sit for long periods and reach with hands and
arms
- Able to read documents, computer screens, reports, other
communications and have the ability to adjust focus and close
vision.Management reserves the right to add to, change and revise
this description at any time. This description does not include any
marginal functions that are incidental to the essential functions.
Also, it does not imply that these are the only tasks to be
performed by the incumbent. Employees are required to follow any
other job-related instructions and to perform any other job-related
tasks requested by their supervisor. Any requirement may be
modified to reasonably accommodate individuals with
disabilities.Silvergate is an EEO/AA/Disability/VetIn compliance
with federal law, all persons hired will be required to verify
identity and eligibility to work in the United States and to
complete the required employment eligibility verification form upon
hire.Powered by JazzHRBx0pCBoOTO
Keywords: Silvergate, San Diego , Client Service Specialist II (Sat-Fri 12am-9am PST, Other , San Diego, California
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