Liquidity Account Manager III

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 accounting, audit support and relationship management to SVB Asset Management (SAM) and other Liquidity Solutions clients. The LAM will work with clients 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.

PRODUCT & PROCESS EXPERTISE

Knowledge of fixed income securities

Knowledge of investment accounting

Ability to lead calls with senior finance executives and troubleshoot investment accounting/reconciliation issues

Knowledgeable of internal bank processes and timelines to facilitate service requests

May conduct process and workflow training to colleagues and internal partners

Maintaining updated knowledge of company products and services, with focus on liquidity products such as Asset Management, Repo Accounts, Sweep and Insured Cash Sweep products

RELATIONSHIP MANAGEMENT

Build relationships with clients based on trust and respect

Communicate with clients to understand their needs and explain product value

Manage and solve conflicts with clients

Escalate problems appropriately to appropriate internal teams or external vendor partners

ACCOUNT MAINTENANCE & SUPPORT

Assist with audit support, including SOC1 reports, confirmations, pricing materials, and more

Ability to effectively communicate technical accounting/investment topics to clients

Produce high-quality, accurate portfolio review presentations

Resolve complaints and prevent additional issues by improving processes

Assist with challenging client requests regarding investment accounting or issue escalations as needed

SERVICE MODEL

Ensure the timely and successful delivery of our solutions according to customer needs and objectives

Knowledgeable and quick responses on day-to-day client support, including wire support and wire confirmations, signer updates, LOAs, system access, assist clients with general systems navigations, and more

Client service; including speedy client response and service delivery

Be available to receive inbound client requests

Lead client trainings to educate clients on self-service of products

INTERNAL PARTNERSHIPS

Partner with Liquidity Solutions colleagues to develop new business with existing clients

Collaborate with sales team to identify and grow opportunities within territory

Collaborate with internal departments to facilitate client need fulfillment

Partner with marketing teams to facilitate client communication

Provide feedback on advisory topics to enhance LS Thought Leadership program

EXTERNAL PARTNERSHIPS

Collaborate with external vendor partners to identify and update process impacting internal and client processes

Ability to establish and lead recurring vendor touchpoint meetings

Ability to work with vendors on incidents impacting internal and clients to find resolution

DATA / RECORDS MANAGEMENT & REPORTING

Provide information needed to generate reports to track activities, progress and develop strategies

Ensure client records and activities are recorded accurately across LS systems

Capture and record data relating to account acquisition and account status

Collect data to learn more about client behavior with the goal to enhance the client experience

Ability to track and document detailed notes on client interactions on a daily basis.

Decisions

Works on a variety of assignments independently with minimal direct supervision. Able to produce results while managing multiple priorities. Proven success in developing solutions to complex client issues and handing sensitive issues with good judgement.

Uses judgement to escalate issues and/or seek guidance on issues before they impact clients or become larger issues.

Knowledge

Understanding of banking and investment management business, client needs and has proven ability to apply these skills and knowledge to complete a wide range of responsibilities.

Technical knowledge of on and off-balance sheet products, bank and investment client interface systems and reporting, solid understanding of fixed income securities, investment accounting principles and reporting.

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.

Proficiency with Microsoft office (Excel, PowerPoint, Word) and Outlook is required.

Competencies

The LAM will work with clients 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. The individual will be incredibly client-focused, be an excellent team player and will have the ability to form strong relationships with both internal partners and clients

Bachelor's Degree and 2 years of experience Fixed Income/Investment Accounting knowledge in OR High School Diploma or GED and 6 years of experience in Fixed Income/Investment Accounting knowledge

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.