TM Client Care Advisor II - Private Equity

Fifth Third Bank • Detroit, MI

2d • Onsite

About The Position

The Treasury Management (TM) Client Care Advisor operates as a portfolio manager and trusted advisor for treasury management clients, serving as their primary contact for TM services. The role uses client data analytics and industry trends to develop solutions, retain and grow client relationships, and coordinate with Operations, Product, IT, and Sales to optimize services. It also carries responsibility for identifying, managing, monitoring, and reporting risk while following bank policies and supporting positive customer and colleague experiences.

The position proactively manages a portfolio of the Commercial Division’s top 10% revenue-generating clients. It handles client service and escalations, advises on additional services, manages critical communications and relationship reviews, monitors satisfaction, resolves issues, maintains client documentation, and addresses risks associated with high-risk transactions. The advisor collaborates with Sales and other business partners and supports Treasury Management implementations, including reviewing documentation and account information and participating in project meetings and calls.

The role also provides leadership within the Client Advisor team, including managing escalations with limited oversight and training, mentoring, coaching, and providing oversight to newly onboarded advisors. The position is based in Detroit, Michigan, and operates in a normal office environment, with extended viewing of a CRT screen and some travel required. Compensation includes base salary and eligibility for an incentive compensation plan. Fifth Third describes its benefits as comprehensive and intended to support employees’ physical, financial, emotional, and social well-being; specific benefits are not listed in the posting.

Requirements

• Bachelor’s degree or equivalent work experience.
• Excellent written and verbal communication skills, using a business style, and ability to communicate effectively 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 strengthen client relationships.
• Ability to cope with complex, uncertain, ambiguous, and high-pressure situations and adapt to new circumstances.
• Problem-solving ability, strong attention to detail, and skill in prioritizing multiple tasks.
• Ability to collaborate and influence positive outcomes.
• Strong organizational skills and ability to use internal systems to resolve problems.
• Extensive experience with Microsoft Office products, including OneNote, Word, Excel, PowerPoint, and Outlook.

Nice To Haves

• Three or more years of banking experience preferred, including Commercial Bank experience such as commercial account structure and Treasury Management products and services.
• Three or more years of demonstrated client service experience preferred, including phone and face-to-face service.

Responsibilities

• Proactively manage a portfolio of the Commercial Division’s top 10% revenue-generating clients and serve as their Treasury Management relationship ambassador and primary point of contact.
• Manage client incidents, behavior analytics, escalations, implementations, troubleshooting, assessments, and resolution of Treasury Management issues.
• Use Treasury Management data analytics to support client retention, optimize revenue, deepen relationships, recommend valuable additional services, and improve client satisfaction and operational excellence.
• Manage team escalations with little oversight from the Client Advisor Team Lead and train, mentor, coach, and provide oversight for newly onboarded Client Advisors.
• Assess clients’ suitability for additional Treasury Management services and use consultative behaviors to close opportunities or make referrals.
• Proactively manage critical client communications through touch points, strategic outreach, and Treasury Management relationship reviews; adapt communications to urgent or intense client service situations.
• Track participation and call reports, monitor Overall Satisfaction interviews, and use client feedback to deliver a strong client experience.
• Respond to client requests promptly within service-level agreements, close the loop, resolve problems, and escalate through defined channels as needed.
• Complete periodic client document reviews triggered by client events or relationship analysis, ensuring materials are current, accurate, and properly recorded.
• Manage bank and client risk associated with high-risk transactions, including wires and overdrafts, follow Client Care policies and procedures, and identify circumstances that could expose the bank to losses.
• Collaborate across lines of business and with Sales partners to proactively manage client relationships and support RFPs and relationship reviews as needed.
• Identify and engage appropriate Implementation resources for Treasury Management additions, changes, and deletions.
• Participate in assigned new-client implementations, including internal and external kickoff meetings and ongoing project calls.
• Review implementation documentation and account information for accuracy and completeness, and collaborate with business partners to ensure successful implementation of services and products.
• Identify, assess, manage, monitor, and report risks while adhering to bank policies and procedures.

Benefits

• Comprehensive benefits programs intended to support employees’ physical, financial, emotional, and social well-being.
• Eligibility to participate in an incentive compensation plan, with payments based on company, line-of-business, and/or individual performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level