Fintech Account Manager

  • Silvergate
  • Remote
  • Nov 09, 2021
Full time Finance

Job Description

Fintech Account Manager

Silvergate 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 Fintech Account Manager is responsible for the overall customer journey and experience. This begins with business development activities for prospective new customers, performing due diligence procedures and extends through all interactions with the client until the account is opened. The Fintech Account Manager will continue to maintain a relationship with the client and work with the Private Client Manager to create value for customers.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Understand Fintech client businesses and banking needs
  • Identify new prospective clients and build book of business
  • Build trust with clients and prospects
  • Analyze data to derive actionable results for clients and prospects
  • Build trust with internal departments (Fintech, Compliance, Operations)
  • Perform due diligence required to gain client approval from Compliance
  • Monitor client onboarding to ensure that accounts are opened in a timely and compliant manner
  • Identify problems early in the process and efficiently works towards a resolution
  • Work with the VP to achieve deposit goals for individual clients and the group as a whole
  • Work to understand each client’s business model, their needs and progress towards goal achievement
  • The Account Manager should be bold in asking for the deposit and hold the client accountable for following through but with understanding about the amount of effort and time required to raise capital.
  • Be the “voice of the customer” as it relates to product and process decisions. This may include the introduction of new products and services and the customer research that is required in order to bring them to market. Providing banking services to private clients also requires frequent interaction with Compliance, Cash Management and Technology personnel. Often, a healthy dialogue is needed in order to figure out the best way to efficiently and effectively serve clients in this space. Once internal decisions have been made, the role of the Account Manager is to communicate the impact of these decisions to clients in the most effective manner possible.
  • Understand the nature of each client’s business and associated risks to Silvergate.
  • Work with Compliance and Operations functions to mitigate risks and ensure that the client’s activity is consistent with bank policy, applicable laws and regulations. This includes an overall awareness and monitoring of customer interactions for early indicators.
  •  Maintain knowledge of all documentation required to open a business and/or personal account for Fintech customers, including auxiliary products that customers may require such as online banking, ACH origination, account analysis, etc.
  • Maintain knowledge of wire transfer processes and procedures, both domestic and foreign, including foreign exchange conversion processes.
  • Assist in the review of Private Client business account files to assure that all documentation has been received and proper CIP/OFAC has been performed in accordance with current policies and procedures.
  • Assist in the retention and expansion of existing customer relationships through the provision of excellent customer service.
  • Resolve client complaints and Bank errors promptly and appropriately
  • Ensure problem resolution balances client service and risk management
  • Not to harm consumers with any act that could be misleading, unfair, deceptive, or abusive in act or practice  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.

DECISION MAKING

  • Rate negotiations, waiving fees or charges, NSF, overdraft and general risk management

JOB DIMENSIONS

  • 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
  • Operate within budget, if applicable, and continually monitor and look for opportunities to decrease costs

KNOWLEDGE, SKILLS AND ABILITIES

  • Experience working in a call-center (financial services industry a plus) 
  • Experience working with service/support CRM systems
  • At least 2 years of management experience at a Financial Institution
  • Two years prior banking experience
  • High school diploma or equivalent, Bachelor’s degree preferred
  • Excellent interpersonal skills – personal, friendly, warm, caring
  • Ability to listen carefully and take notes
  • Positive attitude and willingness to serve others
  • Ability to explain pricing and negotiate with customers
  • Strong attention to detail
  • Ability to communicate clearly and concisely both orally and in writing
  • Experience with Microsoft Office programs and enterprise software systems

BANK SECRECY ACT REQUIREMENTS

Responsible 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 CONDITIONS
Work from home

PHYSICAL DEMANDS

While 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/Vet