Commercial Client Onboarding Specialist II

Fifth Third Bank Rosemont , IL 60018

Posted 2 months ago

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GENERAL FUNCTION:

The Commercial Client Onboarding Specialist is responsible for working directly with clients, RMs, and TMOs on all matters relating to account/service on-boarding, and account closing and is a Commercial Client's TM primary point of contact during new account and TM Solutions On-boarding and account closing. Responsible for providing Core, Premier and Premier+ clients with high-touch, value added individualized support and ensuring all document requirements for Deposits and TM have been met. This position will not only create and navigate initial service requests through the Bank on behalf of the client, but have the experience and knowledge to engineer solutions while guiding Fifth Third resources in efficiently shaping problem resolution. With minimal supervision, a successful CRE TM On-boarding specialist will have a strong customer-centric focus, provide high quality customer service, demonstrate expert "people skills", understand the client's needs from the bank, and set clear expectations on the client experience.

When leveraging bank resources, this role must anticipate situations to ensure an exceptional client experience, from implementation through hand-off to TM Servicing. As part of the One Bank team, this role helps shape suggested solutions that will improve revenue recognition through faster on-boarding and closing, and better client experience resulting in more cross sell opportunities. Suggestions may also be presented which would improve the client's efficiency and overall experience through the potential adoption of self-servicing channels.

The Commercial Client Onboarding Specialist will have the foresight and client specific solution knowledge to communicate quickly, and have the ability to adapt to complex and difficult situations. A successful Commercial Client Onboarding Specialist will know when to leverage the Treasury Management Officer, Relationship Manager, Portfolio Manager, Commercial Support Center, Implementation Coordinator, and WSD CA Team or other necessary business partners.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank's risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Client Service:

  • Serves as a point of contact to take ownership of new account/service and TM Solutions on-boarding, set-up, and account closing for all segments of Wholesale clients (Core, Premier and Premier+).

  • Ensures complete client satisfaction through partnership with RM and TMO and by providing expedited timely responses to requests.

  • Sets and manages client expectations through clear communication, precise & immediate follow-up to internal & external clients; Drives problem resolution and escalates as necessary following the defined channels.

  • Provides advice, guidance and insight into required client documentation to support the relationship, which may include but is not limited to:

  • Resolutions (Standard and Client Specific)

  • Terms & Conditions

  • Treasury Management Agreements

  • W8/W9

  • Signature Cards

  • Tax Documentation

  • CIP/KYC/BOLT

  • Wire Agreements, etc.

  • Maintains timely, open, forward thinking communication with RM and TMO to ensure a superior customer experience.

  • Proactively orchestrates and choreographs the handoff to the Servicing Team to maintain positive Customer Experience.

  • Follows Fifth Third Bank Policy and Procedures as it pertains to all transaction support.

  • Provides an appropriate frame of reference when delegating service requests and routing to appropriate resources.

  • Exhibits innovative behaviors that support relevant and practical solutions to clients.

  • Follows up with clients in an expedited fashion to ensure that their Account Opening/Service Implementation/Closing request was fulfilled to their complete satisfaction.

Implementation:

  • Identifies and engages appropriate implementation resources and participates actively in the internal Implementation Kickoff meeting and ongoing project calls throughout the project's lifecycle as necessary.

  • Tracks implementation of products/services on new accounts as well as additional services on existing accounts. Is accountable to Relationship Team (RM/TMO etc.) on the status of implementation.

  • May be called upon to review the billing set-up after the first billing cycle to ensure Set-up Quality Control.

  • Understands implementation requirements in an effort to gather required and accurate account information at on-boarding.

  • Works collaboratively with all business partners to ensure flawless service and product implementation on new or existing client requests.

Sales Process:

  • Owns completion of the CIP for new entity account set-up, subject to approval of the RM assigned to the Relationship. Facilitates RM approval of CIP via e-mail.

  • Proactively elevates customer cross sale requests with the Sales Team as appropriate.

  • Ensures New Account entities are set up accurately and timely under the appropriate relationship in CRM (as established by the RM).

  • Works with CRM Knowledge Manager to ensure integrity and continuity of client data/information as necessary.

Client Interaction:

  • Regularly reviews assigned client on-boarding assignments, reviewing the status of progress with the Sales Team (TMO and RM), and leading a proactive handoff to Client Servicing.

  • Expedited timely follow-up with client to ensure requests are fulfilled to their satisfaction or that newly implemented/opened/closed products/accounts are working properly. Proactively monitors Overall Satisfaction interviews of client portfolio and takes action to deliver the best possible client experience.

SUPERVISORY RESPONSIBILITIES: None

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

  • Bachelor's Degree or equivalent experience.

  • 3-5 years banking experience required including Commercial Bank experience (including, but not limited to the following): commercial account structure, Treasury Management products and services, commercial loans.

  • Minimum 3 years demonstrated client service experience required. (phone and face to face)

  • Demonstrated experience supporting multiple lines of business, verticals and all segments of the organization.

  • Excellent written and verbal communication skills.

  • Ability to effectively communicate with all levels of the organization levels; strong verbal and written skills.

  • Strong interpersonal and relationship building skills.

  • Ability to filter and analyze information/process to facilitate decision making and enhance client relationship.

  • Ability to cope with complexity, uncertainly, high pressure situations and adapts to new and different circumstances.

  • Ability to problem solve and prioritize multiple tasks with strong attention to detail.

  • Ability to collaborate and positively influence outcomes in a matrixed environment.

  • Ability to manage complex, uncertain, high pressure situations and adapt to new and different circumstances.

  • Demonstrated ability to work and solve escalated issues independently, with minimal supervision.

  • Strong organizational skills.

  • Extensive experience with Microsoft office products, such as Access, Word, Excel, PowerPoint and Outlook.

WORKING CONDITIONS:

  • Normal office environment with little exposure to dust, noise, temperature and the like.

  • Extended viewing of a CRT screen.

  • Occasional travel required.

Commercial Client Onboarding Specialist II

LOCATION -- Rosemont, Illinois 60018

Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.

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Commercial Client Onboarding Specialist II

Fifth Third Bank