TM Client Care Advisor II - Michigan Region

Fifth Third Bank • Detroit, MI

4d • Onsite

About The Position

The Treasury Management (TM) Client Care Advisor operates as a portfolio manager and trusted advisor and primary point of contact for treasury management clients. The role uses treasury management expertise, client data analytics, and industry trends to retain and grow client relationships and engineer solutions, while coordinating with Operations, Product, IT, and Sales resources to optimize services.

The position manages a portfolio of the Commercial Division’s top 10% revenue-generating clients, providing proactive service, relationship management, issue resolution, risk oversight, and support for treasury management implementations. It also serves as a seasoned team resource by handling escalations, coaching newly onboarded Client Advisors, and collaborating across business lines.

The role is accountable for risk management and for following bank policies and procedures while delivering a positive customer experience. It is based in a normal office environment in Farmington Hills, Michigan, with extended screen viewing and some travel required.

Requirements

• Bachelor’s degree or equivalent work experience.
• Three or more years of banking experience preferred, including Commercial Bank experience such as 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.
• 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 facilitate decision-making and enhance client relationships.
• Ability to cope with complex, uncertain, 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 leverage internal systems to resolve problems.
• Extensive experience with Microsoft Office products, including OneNote, Word, Excel, PowerPoint, and Outlook.

Responsibilities

• Manage a portfolio of high-revenue Commercial Division clients as the Treasury Management relationship ambassador and primary contact for treasury matters, including incident management, analytics, escalations, implementation, troubleshooting, assessment, and resolution.
• Use treasury management data analytics to improve retention, optimize revenue, deepen client relationships, recommend additional services, and improve client satisfaction and operational excellence.
• Demonstrate leadership and drive behavior changes in coordination with the Client Advisor Team Lead; manage team escalations with little oversight.
• Train, mentor, coach, and provide oversight for newly onboarded Client Advisors.
• Assess clients’ suitability for additional treasury management services and use consultative behaviors to close or refer opportunities.
• Proactively manage critical client communications through strategic outreach, SWAT touch points, and treasury management relationship reviews; track participation and call reports.
• Monitor client satisfaction interviews and use feedback to deliver a strong client experience; respond to requests promptly within standard service-level agreements and close the loop with clients.
• Drive problem resolution and escalate issues through the defined Client Care, Relationship, and Operations channels.
• Complete periodic client document reviews triggered by client 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 circumstances that could expose the bank to losses.
• Collaborate across lines of business to proactively manage client relationships and work with Sales partners on 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, 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 and existing client requests.
• Follow bank policies and procedures, openly raise concerns, and identify, assess, manage, monitor, and report risks.

Benefits

• Comprehensive benefits supporting employees and their families’ physical, financial, emotional, and social well-being.
• Eligible 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