TM Client Care Advisor II

Fifth Third Bank • Tampa, FL

10d • 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 point of contact for TM services. The role uses treasury management expertise and client data analytics to retain and grow client relationships, develop solutions based on client needs and industry trends, and coordinate with Operations, Product, IT, and Sales to optimize services.

The position is accountable for managing risk in accordance with bank policies and procedures and for supporting positive experiences for customers and colleagues. It manages a portfolio of top revenue-generating Commercial Division clients, resolves and escalates service issues, supports client communications and reviews, and collaborates on new or changing client implementations. The role also provides guidance and coaching to newer Client Advisors.

The position is based in a normal office environment in Tampa, Florida, with some travel required. Extended viewing of a CRT screen is part of the working conditions. The role has a base salary determined by factors including skills, experience, education, and location, and is eligible for an incentive compensation plan. The company describes its benefits programs as supporting employees’ and families’ physical, financial, emotional, and social well-being.

Requirements

• Bachelor's degree or equivalent work experience.
• Excellent written and verbal communication skills, including business-style communication.
• 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.
• 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, such as OneNote, Word, Excel, PowerPoint, and Outlook.

Nice To Haves

• Three or more years of banking experience preferred, including Commercial Bank experience with 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 top 10% revenue-generating Commercial Division clients as their Treasury Management relationship ambassador and primary point of contact.
• Manage client incidents, analyze client behavior, serve as an escalation point, support implementation, troubleshoot issues, and assess and resolve service needs.
• Use TM data analytics to improve retention, optimize revenue, deepen client relationships, and recommend additional services.
• Demonstrate leadership and help drive behavior changes while adhering to procedures and guidelines in partnership with the Client Advisor Team Lead.
• Manage team escalations with little oversight from the Client Advisor Team Lead.
• Train, mentor, coach, and provide oversight for newly onboarded Client Advisors.
• Assess client suitability for additional TM services and use consultative behaviors to close or refer opportunities.
• Manage critical client communications through touch points, strategic outreach, and TM relationship reviews; track participation and call reports.
• Monitor client Overall Satisfaction interviews and use feedback to provide a strong client experience and timely responses within service-level agreements.
• Drive problem resolution and escalate through defined Client Care, Relationship, and Operations channels.
• Complete periodic client document reviews following client-triggered events or relationship analysis, ensuring documents are current, accurate, 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 to proactively manage client relationships and track participation and call reports.
• Work with Sales partners on requests for proposals and TM relationship reviews as needed.
• Identify and engage appropriate Implementation resources for TM additions, changes, and deletions.
• Participate in assigned new-client implementations, attend internal and external kickoff meetings and ongoing project calls, and track participation and call reports.
• Review implementation requirements, documentation, and account information for accuracy and completeness.
• Collaborate with business partners to ensure effective service and product implementation for new or existing client requests.

Benefits

• Comprehensive benefits programs supporting employees and their families’ 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