TM Client Care Advisor II - Texas Region

Fifth Third Bank • Dallas, TX

2d • Onsite

About The Position

The Treasury Management (TM) Client Care Advisor acts as a portfolio manager, trusted advisor, and primary point of contact for treasury management clients. The role manages a portfolio of top-revenue-generating Commercial Division clients, supports client retention and growth, and develops TM solutions informed by client data analytics and industry trends. The advisor works with Operations, Product, IT, Sales, and other business partners to optimize solutions and client outcomes. This seasoned Client Advisor also handles team escalations and trains, mentors, and provides oversight to newly onboarded Client Advisors.

The position is accountable for managing risk within the Bank’s risk appetite, following policies and procedures, and delivering a positive customer experience. It includes proactive client relationship management, issue resolution, risk monitoring, service and product implementation support, and collaboration on TM relationship reviews and sales opportunities.

The role is based in Dallas, Texas, in a normal office environment, with some travel required. Extended viewing of a CRT screen is part of the working conditions. The position is eligible for an incentive compensation plan in addition to base salary. Fifth Third describes its benefits as comprehensive and designed to support employees’ and families’ physical, financial, emotional, and social well-being.

Requirements

• Bachelor’s degree or equivalent work experience.
• Strong written and verbal communication skills using a business style, with the ability to communicate effectively at all organizational levels.
• 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 skills, ability to prioritize multiple tasks, and 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

• Three or more years of banking experience, preferably including Commercial Bank experience and knowledge of commercial account structures, 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 top 10% revenue-generating Commercial Division clients as the Treasury Management relationship ambassador and primary escalation contact.
• Use TM data analytics to improve client retention, optimize revenue, deepen relationships, recommend additional services, and improve client satisfaction and operational outcomes.
• Manage incident response, client behavior analytics, escalations, implementation matters, troubleshooting, assessment, and resolution for TM services.
• Handle team escalations with limited oversight from the Client Advisor Team Lead and train, mentor, coach, and provide oversight to newly onboarded Client Advisors.
• Assess clients’ suitability for additional TM services and use consultative behaviors to close opportunities or make referrals.
• Conduct strategic client outreach, relationship reviews, and other proactive communications, and respond quickly in intense client service situations.
• Track participation and call reports; monitor Overall Satisfaction interviews and use feedback to improve the client experience.
• Provide timely responses within service-level agreements, close the loop on requests, resolve problems, and escalate through defined Client Care, Relationship, and Operations channels.
• Complete periodic client document reviews following client-triggered events or relationship analysis, ensuring materials are current, accurate, and properly recorded.
• Manage bank and client risks associated with high-risk transactions, including wires and overdrafts, and identify potential circumstances that could expose the Bank to losses.
• Collaborate across lines of business and with Sales partners to support overall client relationship management, RFPs, and TM relationship reviews as needed.
• Identify and engage appropriate Implementation resources for TM additions, changes, and deletions.
• Participate in assigned new-client implementations, including internal and external kickoff meetings and ongoing project calls; track participation and call reports.
• Review implementation documentation and account information for accuracy and completeness, and collaborate with business partners to ensure successful implementation of services and products.

Benefits

• Comprehensive benefits programs intended to support employees’ and 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