TM Client Care Advisor II - California Region

Fifth Third Bank • San Jose, CA

2d • Onsite

About The Position

The Treasury Management (TM) Client Care Advisor manages a portfolio of treasury management clients and serves as their trusted advisor and primary point of contact for TM services. The advisor applies treasury management expertise and client data analytics to retain and grow client relationships, recommend solutions informed by industry trends, and coordinate with Operations, Product, IT, and Sales to optimize services. The role is accountable for risk management and for following bank policies and procedures while supporting positive customer and colleague experiences.

This seasoned client service professional proactively manages a portfolio of top-revenue-generating Commercial Division clients, handles escalations and complex service situations, and supports client satisfaction and operational excellence. The role also provides coaching and oversight to newly onboarded Client Advisors and participates in new and existing client implementations. The position is based in San Jose, California, and has a normal office environment with some travel required.

Requirements

• Bachelor’s degree or equivalent work experience.
• Excellent written and verbal communication skills, using a business style.
• 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 enhance client relationships.
• Ability to cope with complex, uncertain, high-pressure situations and adapt to changing circumstances.
• Ability to solve problems and prioritize multiple tasks with strong attention to detail.
• Ability to collaborate and influence positive outcomes.
• Strong organizational skills and ability to use internal systems for problem resolution.
• Extensive experience with Microsoft Office products, including OneNote, Word, Excel, PowerPoint, and Outlook.

Nice To Haves

• Three or more years of banking experience, preferably including Commercial Bank experience.
• Knowledge of commercial account structures and treasury management products and services.
• Three or more years of demonstrated client service experience, including phone and face-to-face service.

Responsibilities

• Manage a portfolio of high-revenue Commercial Division clients as their treasury management relationship ambassador and primary point of contact.
• Handle incident management, client behavior analytics, escalations, implementation questions, troubleshooting, assessment, and resolution for treasury management services.
• Use treasury management data analytics to improve client retention, optimize revenue, deepen relationships, and recommend additional services.
• Provide leadership and coaching to Client Advisors, including training and oversight for newly onboarded advisors, and manage team escalations with limited oversight.
• Assess clients’ suitability for additional treasury management services and use consultative approaches to advance or refer opportunities.
• Manage critical client communications through proactive touch points, strategic outreach, and treasury management relationship reviews.
• Track participation and call reports; monitor client satisfaction feedback and use it to improve the client experience.
• Respond to client requests promptly within service-level agreements, resolve problems, and escalate through defined channels when needed.
• Complete periodic client document reviews and ensure materials are accurate, current, and properly recorded.
• Manage bank and client risks associated with high-risk transactions, including wires and overdrafts, and identify circumstances that could expose the bank to loss.
• Collaborate across lines of business and with Sales partners to 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 project calls.
• Review implementation documentation and account information for accuracy and completion, and work with business partners to deliver successful implementations.

Benefits

• Comprehensive benefits programs supporting 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