TM Client Care Advisor II - Texas Region

Fifth Third Bank • Dallas, TX

4d • 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 by using client data analytics and industry trends to recommend tailored TM solutions, while coordinating with Operations, Product, IT, Sales, and other business partners to optimize services and client satisfaction.

The position is accountable for managing risk in accordance with bank policies and procedures, identifying and escalating concerns, and supporting positive outcomes for customers and colleagues. It also provides experienced team guidance, including managing escalations and coaching newly onboarded Client Advisors. The role supports client implementations and ongoing service changes, ensuring accurate documentation and coordinated delivery.

The position is based in Dallas, Texas. The work environment is a normal office setting with extended CRT screen viewing and some travel. The position is eligible for incentive compensation in addition to base salary; the posting does not specify a salary range. Fifth Third describes its benefits as comprehensive and intended to support employees’ and families’ physical, financial, emotional, and social well-being, but does not list specific benefits in the posting.

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 facilitate decision-making and strengthen client relationships.
• Ability to handle complex, uncertain, ambiguous, 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 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, including Commercial Bank experience; experience with commercial account structures and Treasury Management products and services is preferred.
• Three or more years of demonstrated client service experience, including phone and face-to-face service, is preferred.

Responsibilities

• Proactively manage a portfolio of top-revenue-generating Commercial Division clients as the Treasury Management relationship ambassador and primary point of contact for TM services.
• Use TM data analytics to support client retention, optimize revenue, deepen relationships, and recommend additional services that provide value and improve operational excellence and client satisfaction.
• Manage client incidents, analyze client behavior, serve as an escalation point, troubleshoot issues, assess needs, and coordinate resolution.
• Demonstrate leadership and help drive behavior changes while following procedures and guidelines in coordination with the Client Advisor Team Lead.
• Manage team escalations with limited oversight from the Client Advisor Team Lead.
• Train, mentor, coach, and provide oversight for newly onboarded Client Advisors.
• Assess clients’ 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 (OSAT) interviews and use feedback to provide a high-quality client experience, responding to requests within service-level agreements and closing the loop.
• Drive problem resolution and escalate through defined Client Care, Relationship, and Operations channels as needed.
• Complete periodic client document reviews triggered by client events or relationship analysis, ensuring 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 to proactively manage client relationships and track participation and call reports.
• Work with Sales partners on RFPs and Treasury Management relationship reviews as needed.
• Identify and engage appropriate Implementation resources for TM service additions, changes, and deletions.
• Participate in assigned new-client implementations, including 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 completion.
• Collaborate with business partners to ensure effective implementation of services and products for new and existing client requests.

Benefits

• Comprehensive benefits programs designed to support 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