GENERAL FUNCTION: Single dedicated point of
contact responsible for providing Premier Plus Wholesale clients
with high-touch ΓÇ£White GloveΓÇ¥ service. This position will not
only navigate service requests through the Bank on behalf of the
client, buthavethe experience and knowledge to engineer solutions
while guiding Fifth Third resources in efficiently shaping problem
resolution. When leveraging bank resources, this role must
anticipate situations to ensure an exceptional client
experience,fromimplementation through ongoing account management.
As part of the One Bank team, this role helps shape solutions that
will improve revenue recognition through identifying product cross
sell opportunities. The Client Advisor will have the
foresighttoproactively communicate with the clients they support
and have the ability to adapt to complex and difficult situations.
Know when to leverage the Treasury Management Officer, Relationship
Manager, Portfolio Manager, Commercial SupportCenter,Implementation
ESSENTIAL DUTIES AND RESPONSIBILITIES:
.Serves as the primary 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 decisioning, loan servicing,andreview
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
.Ensures complete client satisfaction through proactive partnership
and by providing timely responses to requests.
.Sets and manages client expectations through proactive
communication, precise & immediate follow-up to internal & external
clients; Drives problem resolution.
.Maintains a proactive servicing and account management approach
ΓÇôProviding a ΓÇ£frame of referenceΓÇ¥ when delegating service
requests and routing to appropriate resources.
ΓÇôConducting service analysis and identifying trends and patterns
in all areas to proactively improve client experience, revenue
recognition and Wholesale operational excellence.
.Exhibits innovative behaviors that support relevant and practical
solutions to clients.
.Anticipates situations and helps shape resolutions.
.Proactively follows up with clients to ensure that their request
was fulfilled to their complete satisfaction.
.Coordinates appropriate implementation resources and facilitates
the internal Implementation Kickoff meeting.
.Understands implementation requirements to gather pertinent and
accurate account information and performs necessary account
openings for single or multiple account set ups.
.Works collaboratively with frontend and backend partners to ensure
flawless service or product implementation on new or existing
.Participates in sales calls at the request of the Sales
.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
.Proactively identifies and communicates cross sell opportunities
with the Sales Team and/or directly with the client as
.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
.Regularly reviews assigned client relationships by utilizing the
Client Engagement Tool, reviewing the results of research with
Sales Team, and leading a proactive service review meeting with the
.Anticipates and proactively contacts the client with timely
notifications based on known service issues, client preferences,
.Actively participates in regular client reviews.
.Timely follow-up with client to ensure service request was
fulfilled to their satisfaction or that newly implemented products
are working properly.
.Monitors Customer Experience interviews of client portfolio and