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GENERAL FUNCTION: The Treasury Management Client Care Manager is responsible for supervising and coaching Client Advisors who operate as portfolio managers for the top revenue generating clients in the Commercial Division. The Client Advisor Team Lead must possess a very high level of treasury management expertise, the ability to educate Client Advisors on all things treasury, develop collaborative skills to drive retention and growth of our clients, demonstrate strong adherence to risk mitigation practices and have the ability to build strategic partner relationships.
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:
+ Responsible for proactively managing a Line of Business portfolio consisting of the top revenue generating clients in the Commercial Division.
+ Oversee TM CA portfolio managers who act as relationship ambassadors for all things treasury, including but not limited to client behavior analytics, incident management, escalation point of contact, implementations, issue troubleshooting, assessment resolution, as well as often being a liaison to other areas of the bank on behalf of clients.
+ Plan, assign and monitor the workflow of assigned Client Advisor (CA) team, maintaining optimum efficiency while ensuring that production standards and service level agreements are met and maintained.
+ Ensure that all CA relationship assignments are kept up to date on CRM by reviewing and updating consistently each month.
+ Ensure the consistent use of TM analytics by the TM CAs in order to improve client retention, optimize revenue, deepen client relationships by recommending additional solutions(cross-selling) that will deliver additional value and achieve operational excellence/client satisfaction by monitoring service trends.
+ Establish strong internal partnerships across all lines of business to support and enhance the client relationship plan. This would include sharing feedback with Product Management, Operations, IT, Business Controls and strong collaboration with LOB leadership as well as RMs and TMOs.
+ Provide high level of day-to-day support and guidance to CAs across all aspects of the entire client relationship. Assist in resolving complex issues.
+ Monitor Key Performance Metrics(KPMs) to identify further steps to mitigate risk and to properly staff and support efficient use of resources.
+ Review Overall Satisfaction(OSAT) interviews and utilize feedback to drive behavior change to ensure that we are delivering a best in class experience.
+ Ensure client satisfaction by providing expedited, timely responses to client requests(closes the loop fully) within standard service level agreements.
+ Owns Escalation Management and Problem Resolution – Escalates service related issues to appropriate levels of management. Leads and drives the SWAT/incident management efforts.
+ Manage bank and client risk associated with High Risk transactions(ie manual money movement) while adhering to Client Care Policy and Procedures. Identify all potential risk related circumstances to protect the Bank from potential losses.
+ Ensure that periodic client document reviews are being completed through client triggered events or relationship analysis, materials are up to date, accurate and recorded appropriately for reference
+ Regularly meet with LOB leadership to cultivate partnerships among teams and ensure CA team members are meeting expectations.
+ Participate in projects for the development and maintenance of policies and procedures that are created with regards to Client Advisor role and activities they perform.
+ Ensure compliance across all teams to ensure adherence to all tax, risk, legal and compliance/audit procedures that are regulated by Fifth Third Bank.
+ Review and refine processes employed by the team, adopt best practices.
+ Provide timely feedback to relationship team, LOB/s and manager concerning status of implementations, product issues, new sales opportunities and competitive information.
+ Ensure team members are properly trained to empower them to meet performance expectations. This includes initial, follow-up, and ongoing training and communication regarding best practices, service processes, procedures, policies and guidelines.
+ Participate in Client visits for product implementations, closings, problem resolutions and expediting of urgent requests. Perform proactive Client assessments monthly.
+ Develop strong relationships with Key Clients in each Commercial team.
+ Maintain a solid pipeline of external and internal talent at all times.
+ Ensure proper backup support for CA team during vacations, illnesses and other leaves of absence.
+ Identify and engage appropriate Implementation resources for TM adds/changes/deletes
+ Coach TM CAs to actively participate in net new assigned client implementations. Attend internal kickoff and external kick off meetings as needed as well as ongoing calls throughout the project’s lifecycle. Ensure proper tracking of participation/Call Reports.
+ Understand implementation requirements in order to review required documentation and account information for accuracy and completion.
+ Work collaboratively with business partners to ensure flawless service and product implementation on new or existing client requests.
+ Develop partner relationships to successfully manage expedited client needs and escalations
Responsible for providing Client Advisors timely, candid, and constructive performance feedback; developing employees to their fullest potential and provide challenging opportunities that enhance employee career growth; developing the appropriate talent pool to ensure adequate bench strength and succession planning; recognizing and rewarding employees for accomplishments. 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.
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
+ Bachelor’s degree or equivalent work experience required.
+ 7 years customer service required.
+ 7 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.
+ 7 years demonstrated leadership or equivalent training. Must have leadership skills necessary to manage a team of service professionals with varying backgrounds and levels of experience.
+ Possess a strong understanding of risk and its potential impact on the Bancorp.
+ Strong written and verbal communication skills required.
+ Fifth Third product and system knowledge preferred.
+ Ability to travel and successfully cover multiple regions/markets (depending on assigned territory), as needed to achieve P&L success.
+ Demonstrated ability to effectively manage complex teams (including, but not limited to): 5 or greater employees, remote employees, multiple lines of business, markets, cities, etc.
+ Ability to effectively interact with Bank management.
+ 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.
Normal office environment with little exposure to dust, noise, temperature and the like.
Extended viewing of a CRT screen.
TM Client Care Manager- Cincinnati
LOCATION -- Cincinnati, Ohio 45202
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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Fifth Third Bank, National Association is one of the top-performing banks in the country, with a history that spans more than 150 years. We’ve staked our claim on looking at things differently to make banking a Fifth Third better. This applies to our relationships with customers and employees alike.We employ about 18,000 people while offering:• A chance for employees to build their future, with supportive career development and comprehensive health and financial wellness programs.• An environment where we win together by celebrating achievements and working collaboratively.• An opportunity to make a difference in a positive and lasting way. Everything we do is geared toward improving lives.We’re proud that Fifth Third is a warm and caring place to grow – as a customer and as a team member.