Wholesale Client Advisor

Location: Cincinnati
Posted on: January 14, 2021

Job Description:

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 Coordinator,

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Client Service:

.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 needed.

.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 by:

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.

Implementation:

.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 client request.

Sales Process:

.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 by utilizing the Client Engagement Tool, reviewing the results of research with Sales Team, and leading a proactive service review meeting with the client.

.Anticipates and proactively contacts the client with timely notifications based on known service issues, client preferences, trends, etc.

.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 takes proact

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