TM Client Care Advisor II - National
Fifth Third Bank, N.A., Detroit, MI, United States
General Function
The Treasury Management (TM) Client Care Advisor role operates as a portfolio manager for treasury management clients and acts as a trusted advisor and primary point of contact for all TM services. This client service professional possesses treasury management expertise and knowledge responsible for the retention and growth of our clients by engineering TM solutions based on client data analytics and industry trends while engaging Operations, Product, IT and Sales resources to optimize the suite of solutions for each client.
Essential Duties and Responsibilities
Pro‑actively manages a portfolio consisting of the top 10% revenue generating clients in the Commercial Division: serves as the TM relationship ambassador for all things treasury, including incident management, client behavior analytics, escalation, implementation, issue troubleshooting, assessment and resolution.
Leverages TM data analytics daily to improve client retention, optimize revenue, deepen client relationships by recommending additional services that deliver additional value and achieve operational excellence and client satisfaction.
Demonstrates leadership abilities, drives behavioral changes, and adheres to procedures and guidelines in conjunction with the Client Advisor Team Lead; seasoned/tenured Client Advisor (Player/Coach).
Manages team escalations with little oversight by the Client Advisor Team Lead.
Trains, mentors, coaches, and provides oversight for newly on‑boarded Client Advisors.
Assesses client viability for additional TM services and exhibits consultative behaviors to bring opportunities to close or referral.
Pro‑actively manages critical client communications through touch points (SWAT), strategic outreaches and TM relationship reviews, communicating quickly and adapting well to intense client service situations. Tracks participation and call reports.
Monitors client portfolio Overall Satisfaction (OSAT) interviews and uses feedback to deliver a best‑in‑class client experience; ensures complete client satisfaction by providing expedited, timely responses to client requests (closing the loop) within standard service level agreements.
Drives problem resolution and escalates as necessary following the defined channels—Client Care, Relationship and Operations.
Completes periodic document reviews through client‑triggered events or relationship analysis; materials are up‑to‑date, accurate, and recorded appropriately for reference.
Manages bank and client risk associated with high‑risk transactions (wires, overdrafts, etc.) while adhering to Client Care policy and procedures; identifies all potential risk‑related circumstances to protect the bank from potential losses.
Collaborates. Fosters communication and a partnership across all lines of business to ensure proactive management of the overall client relationship. Tracks participation and call reports.
Works collaboratively with the Sales partners to support RFPs and TM relationship reviews as needed.
Implementation
Identifies and engages appropriate implementation resources for TM adds, changes and deletes.
Actively participates in net‑new assigned client implementations, attending internal kickoff and external kickoff meetings as well as ongoing calls throughout the project lifecycle. Tracks participation and call reports.
Understands implementation requirements to review required documentation and account information for accuracy and completion.
Works collaboratively with business partners to ensure flawless service and product implementation on new or existing client requests.
Minimum Knowledge, Skills and Abilities Required
Bachelor’s Degree or equivalent work experience.
Three or more years of banking experience preferred, including Commercial Bank experience (commercial account structure, Treasury Management products and services).
Three or more years of demonstrated client service experience preferred (phone and face‑to‑face).
Excellent written and verbal communication skills (business style).
Ability to effectively communicate with all levels of the organization.
Strong interpersonal and relationship‑building skills.
Ability to filter and analyze information and processes to facilitate decision making and enhance client relationships.
Ability to cope with complex, uncertain, high‑pressure situations and adapt to new circumstances.
Ability to problem‑solve and prioritize multiple tasks with strong attention to detail.
Ability to collaborate and influence a positive outcome.
Strong organizational skills and ability to leverage internal systems for problem resolution.
Extensive experience with Microsoft Office products, including OneNote, Word, Excel, PowerPoint and Outlook.
Working Conditions
Normal office environment with little exposure to dust, noise, temperature and the like. Extended viewing of a CRT screen and some travel required.
Compensation and Benefits
TM Client Care Advisor II – National. Total base pay range $61,200.00 – $125,500.00 USD per annum. In addition to base salary, this role is eligible to participate in an incentive compensation plan based on company, line of business and individual performance. The bank offers comprehensive benefits and differentiated compensation to support employees’ physical, financial, emotional and social well‑being.
Location
Cincinnati, Ohio 45202
Equal Employment Opportunity Statement
Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.
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The Treasury Management (TM) Client Care Advisor role operates as a portfolio manager for treasury management clients and acts as a trusted advisor and primary point of contact for all TM services. This client service professional possesses treasury management expertise and knowledge responsible for the retention and growth of our clients by engineering TM solutions based on client data analytics and industry trends while engaging Operations, Product, IT and Sales resources to optimize the suite of solutions for each client.
Essential Duties and Responsibilities
Pro‑actively manages a portfolio consisting of the top 10% revenue generating clients in the Commercial Division: serves as the TM relationship ambassador for all things treasury, including incident management, client behavior analytics, escalation, implementation, issue troubleshooting, assessment and resolution.
Leverages TM data analytics daily to improve client retention, optimize revenue, deepen client relationships by recommending additional services that deliver additional value and achieve operational excellence and client satisfaction.
Demonstrates leadership abilities, drives behavioral changes, and adheres to procedures and guidelines in conjunction with the Client Advisor Team Lead; seasoned/tenured Client Advisor (Player/Coach).
Manages team escalations with little oversight by the Client Advisor Team Lead.
Trains, mentors, coaches, and provides oversight for newly on‑boarded Client Advisors.
Assesses client viability for additional TM services and exhibits consultative behaviors to bring opportunities to close or referral.
Pro‑actively manages critical client communications through touch points (SWAT), strategic outreaches and TM relationship reviews, communicating quickly and adapting well to intense client service situations. Tracks participation and call reports.
Monitors client portfolio Overall Satisfaction (OSAT) interviews and uses feedback to deliver a best‑in‑class client experience; ensures complete client satisfaction by providing expedited, timely responses to client requests (closing the loop) within standard service level agreements.
Drives problem resolution and escalates as necessary following the defined channels—Client Care, Relationship and Operations.
Completes periodic document reviews through client‑triggered events or relationship analysis; materials are up‑to‑date, accurate, and recorded appropriately for reference.
Manages bank and client risk associated with high‑risk transactions (wires, overdrafts, etc.) while adhering to Client Care policy and procedures; identifies all potential risk‑related circumstances to protect the bank from potential losses.
Collaborates. Fosters communication and a partnership across all lines of business to ensure proactive management of the overall client relationship. Tracks participation and call reports.
Works collaboratively with the Sales partners to support RFPs and TM relationship reviews as needed.
Implementation
Identifies and engages appropriate implementation resources for TM adds, changes and deletes.
Actively participates in net‑new assigned client implementations, attending internal kickoff and external kickoff meetings as well as ongoing calls throughout the project lifecycle. Tracks participation and call reports.
Understands implementation requirements to review required documentation and account information for accuracy and completion.
Works collaboratively with business partners to ensure flawless service and product implementation on new or existing client requests.
Minimum Knowledge, Skills and Abilities Required
Bachelor’s Degree or equivalent work experience.
Three or more years of banking experience preferred, including Commercial Bank experience (commercial account structure, Treasury Management products and services).
Three or more years of demonstrated client service experience preferred (phone and face‑to‑face).
Excellent written and verbal communication skills (business style).
Ability to effectively communicate with all levels of the organization.
Strong interpersonal and relationship‑building skills.
Ability to filter and analyze information and processes to facilitate decision making and enhance client relationships.
Ability to cope with complex, uncertain, high‑pressure situations and adapt to new circumstances.
Ability to problem‑solve and prioritize multiple tasks with strong attention to detail.
Ability to collaborate and influence a positive outcome.
Strong organizational skills and ability to leverage internal systems for problem resolution.
Extensive experience with Microsoft Office products, including OneNote, Word, Excel, PowerPoint and Outlook.
Working Conditions
Normal office environment with little exposure to dust, noise, temperature and the like. Extended viewing of a CRT screen and some travel required.
Compensation and Benefits
TM Client Care Advisor II – National. Total base pay range $61,200.00 – $125,500.00 USD per annum. In addition to base salary, this role is eligible to participate in an incentive compensation plan based on company, line of business and individual performance. The bank offers comprehensive benefits and differentiated compensation to support employees’ physical, financial, emotional and social well‑being.
Location
Cincinnati, Ohio 45202
Equal Employment Opportunity Statement
Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.
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