A Commercial Client's escalated servicing point of contact responsible for providing Premier Plus clients with high-touch, value added individualized support. This position will not only create and navigate service requests through the Bank on behalfofthe client, but have the experience and knowledge to engineer solutions while guiding Fifth Third resources in efficiently shaping problem resolution.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
. Serves as an escalated point of contact to take ownership of service, daily needs and general requests for a portfolio of Premier Plus Wholesale clients.
. This includes the daily currency transactions, daily overdraft decisions, loan servicing, and review of account activity, verification of new account openings, fraud and training requests.
. Receives and qualifies loan servicing requests; completes if appropriate or routes to appropriate Business party if needed.
. Ensures complete client satisfaction through partnership 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 is 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, Signature Cards, Wire Agreements, etc.
. Completes annual review of their assigned client's document status to ensure all required materials are up to date, accurate, and recorded appropriately for reference.
. Follows Wholesale Service Delivery & Commercial Policy and Procedures as it pertains to all transaction support.
. Participates in Self-Assessment process as is necessary to ensure adherence to Policy and Procedure.
. Provides an appropriate frame of reference when delegating service requests and routing to appropriate resources.
. Conducts service analysis and identifies trends and patterns in all areas to proactively improve client experience, revenue recognition and operational excellence.
. Exhibits innovative behaviors that support relevant and practical solutions to clients.
. Follows up with clients in an expedited fashion to ensure that their request was fulfilled to their complete satisfaction.
. Identifies and engages appropriate implementation resources and participates actively in the internal Implementation Kickoff meeting and ongoing project calls throughout the project's lifecycle.
. Understands implementation requirements in an effort to gather required and accurate account information.
. Works collaboratively with all business partners to ensure flawless service and product implementation on new or existing client requests.
. Participates in sales calls at the request of the Sales Team.
. Works collaboratively with the Sales Resource Center and relationship team to provide input (as needed) on the client or the client's industry for RFPs and relationship reviews.
. Proactively identifies and communicates cross sell opportunities with the Sales Team and/or directly with the client as appropriate.
. Works with CRM Knowledge Manager to ensure integrity and continuity of client data/information.
. Reviews client analysis for accuracy and identifies relevant and practical products and solutions that may benefit the client. Client Interaction:
. Regularly reviews assigned client relationships reviewing the results of research with Sales Team, and leading a proactive service review when meeting with the client.
. Identifies potentially impactful situations due to intimate knowledge of the client portfolio and solutions used and helps notify the clients of impact and shape resolutions.
. Actively participates in regular client reviews.
. Expedited timely follow-up with client to ensure service request was fulfilled to their satisfaction or that newly implemented products are working properly.
. Monitors Overall Satisfaction interviews of client portfolio and takes action to deliver the best possible client experience.
SUPERVISORY RESPONSIBILITIES: None
When leveraging bank resources, this role must anticipate situations to ensure an exceptional client experience, from implementation through ongoing account management. As part of the One Bank team, this role helps shape suggested solutions thatwillimprove revenue recognition through identifying product cross sell opportunities. Suggestions may also be presented which would improve the client's efficiency and overall experience through the adoption of self servicing channels.
The Client Advisor will have the foresight and client specific solution use knowledge to communicate quickly upon notification of impacting system issues, and have the ability to adapt to complex and difficult situations. A successful CA will know whentoleverage the Treasury Management Officer, Relationship Manager, Portfolio Manager, Commercial Support Center, Implementation Coordinator, 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 ensuresthatactions 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.
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
. Bachelor's Degree or equivalent experience.
. 1-3 years banking experience preferred including Commercial Bank experience (including, but not limited to the following): commercial account structure, Treasury Management products and services, commercial loans.
. 1-3 years demonstrated client service experience preferred. (phone and face to face)
. 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.
. Strong organizational skills.
. Extensive experience with Microsoft office products, such as Access, Word, Excel, PowerPoint and Outlook.
. Normal office environment with little exposure to dust, noise, temperature and the like.
. Extended viewing of a CRT screen.
. Occasional travel required.
Fifth Third Bank