TM Client Care Advisor II

Fifth Third Bank • Tampa, FL

8d • Onsite

About The Position

The Treasury Management (TM) Client Care Advisor II manages a portfolio of treasury management clients, serving as a trusted advisor and primary point of contact for TM services. The role uses treasury management expertise, client data analytics, and industry trends to retain and grow client relationships, recommend appropriate solutions, and coordinate with Operations, Product, IT, and Sales to optimize services and client outcomes. The position also emphasizes responsible risk management, adherence to policies and procedures, and actions that support a positive customer experience.

The advisor proactively manages a portfolio of the top 10% revenue-generating clients in the Commercial Division. This seasoned, player/coach role handles escalations, supports and mentors newly onboarded Client Advisors, monitors client satisfaction, manages critical communications, and works collaboratively across business lines. The advisor also participates in new client implementations and changes to existing TM services, ensuring documentation and account information are accurate and implementation is completed effectively.

The position is based in a normal office environment in Tampa, Florida, with some travel required and extended viewing of a CRT screen. The role is eligible for incentive compensation in addition to base salary and access to the company’s benefits programs.

Requirements

• Bachelor’s degree or equivalent work experience.
• Preferred: 3 or more years of banking experience, including Commercial Bank experience and knowledge of commercial account structures and treasury management products and services.
• Preferred: 3 or more years of demonstrated client service experience, including phone and face-to-face service.
• Excellent written and verbal business communication skills.
• 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 support decision-making and strengthen client relationships.
• Ability to manage complex, uncertain, ambiguous, and high-pressure situations and adapt to new circumstances.
• Problem-solving and prioritization skills, with strong attention to detail.
• 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

• Commercial banking experience, including knowledge of commercial account structures and treasury management products and services.
• At least 3 years of client service experience, including phone and face-to-face service.

Responsibilities

• Proactively manage a portfolio of top 10% revenue-generating Commercial Division clients as their treasury management relationship ambassador and primary point of contact.
• Handle incident management, client behavior analytics, escalations, implementation matters, troubleshooting, assessments, and resolution for treasury management services.
• Use treasury management data analytics to improve client retention, optimize revenue, deepen relationships, and recommend services that add value.
• Assess client suitability for additional treasury management services and use consultative behaviors to close or refer opportunities.
• Manage team escalations with limited oversight and train, mentor, coach, and provide oversight to newly onboarded Client Advisors.
• Manage critical client communications through strategic outreach, relationship reviews, and other client touch points.
• Track participation and call reports, monitor Overall Satisfaction interviews, and use client feedback to improve the customer 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 and ensure materials are accurate, current, and appropriately recorded.
• Manage bank and client risk associated with high-risk transactions, including wires and overdrafts, and identify circumstances that could expose the Bank to losses.
• Collaborate across lines of business and with Sales partners to manage client relationships and support RFPs and treasury management relationship reviews.
• 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 required documentation and account information for accuracy and completeness, and collaborate with business partners to ensure effective service and product implementation.

Benefits

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

What This Job Offers

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