TM Client Care Advisor II - Michigan Region

Fifth Third Bank • Farmington Hills, MI

3d • Onsite

About The Position

The Treasury Management (TM) Client Care Advisor II manages a portfolio of treasury management clients, serving as their trusted advisor and primary point of contact for TM services. The role focuses on retaining and growing client relationships, recommending solutions informed by client data analytics and industry trends, and coordinating with Operations, Product, IT, Sales, and other partners to optimize services and deliver a strong client experience. The advisor also manages risk in accordance with bank policies and risk appetite, raising concerns and following established procedures.

This position serves clients in the Commercial Division, including the top 10% of revenue-generating clients. It handles client communications, escalations, service issues, satisfaction feedback, documentation reviews, and risk associated with high-risk transactions. The advisor also supports TM implementations for new and existing client requests and provides guidance and coaching to newly onboarded Client Advisors.

The role is based in a normal office environment in Farmington Hills, Michigan, with some travel required. Extended viewing of a CRT screen is part of the working conditions.

Requirements

• Bachelor's degree or equivalent work experience.
• Strong 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 strengthen client relationships.
• Ability to cope with complex, uncertain, high-pressure situations and adapt to new or different circumstances.
• Ability to solve problems, prioritize multiple tasks, and maintain 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 with 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 and act as the TM relationship ambassador and primary contact.
• Use TM data analytics to support client retention, optimize revenue, deepen relationships, recommend services, and improve client satisfaction.
• Handle incident management, client behavior analytics, escalations, implementation coordination, troubleshooting, assessment, and resolution.
• Manage team escalations with little oversight from the Client Advisor Team Lead and train, mentor, coach, and provide oversight to 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 service touch points, strategic outreach, and TM relationship reviews; track participation and call reports.
• Monitor client satisfaction interviews and use feedback to deliver a strong client experience.
• Respond to client requests promptly within standard service level agreements, close the loop, and escalate problems through defined channels.
• Complete periodic client document reviews and ensure materials 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 and with Sales partners to manage client relationships and support RFPs and TM relationship reviews as needed.
• Identify and engage appropriate Implementation resources for TM additions, changes, and deletions.
• Participate in new-client implementations, kickoff meetings, and project lifecycle calls; track participation and call reports.
• Review implementation documentation and account information for accuracy and completeness, and coordinate with business partners to support successful implementations.

Benefits

• Comprehensive benefits designed to support employees and their families’ physical, financial, emotional, and social well-being.
• Eligible to participate in an incentive compensation plan based on company, line-of-business, and/or individual performance.

What This Job Offers

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