Franklin Street Partners Client Service Associate

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GENERAL FUNCTION:
Acts as primary contact for clients for administrative & support matters and a variety of client-specific activities. The role is 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.

• Provides all necessary paperwork and documentation during the client account opening process. Owns the process for ensuring the account is in good standing.
• Provides proactive day-to-day client service by anticipating client needs and responding to client questions and issues in a timely manner.
• Provides clients with accurate, factual information utilizing appropriate resources. Makes necessary contacts both inside and outside of the organization (e.g. Fidelity and client CPA) in order to obtain client requested information and then relays information.
• Adheres to firm policies, procedures and processes to ensure alignment with compliance and risk guidelines.
• Maintains a consistent and open line of communication with the CPS related to client matters (e.g. non-standard/periodic reports, wires, and transfers).
• Understands, introduces and leverages the services of the greater firm as appropriate.
• Coordinates client preferences among related relationships within a complex book of business (non-standard, periodic reports, e.g. monthly account reconciliation or realized G/L).
• Makes necessary contacts both inside and outside of the organization in order to obtain client requested information seeking innovative solutions and resolution to emerging needs.
• Escalates internal and external service concerns that other clients may also be experiencing to appropriate departments for action and prevention of further client impact.
• Implements and maintains a quality service plan ensuring the accuracy of administrative documents.
• Utilizes the Sales Force in an accurate and timely manner to enter and maintain all pertinent account information and complies with all internal policies and procedures.
• Plans and manages the ongoing stewardship annual review process as appropriate.
• Other duties as assigned.

Supervisory:
None

• Associate degree or BS/BA is preferred.
• Brings a minimum of 3 years of successful banking/client service experience in retail, commercial, business, private banking, and/or client services industry.
• Must have a demonstrated ability to work with internal parties, establish client relationships and develop a rapport with necessary external parties.
• Experienced operating in an environment that stresses both individual accountability and team-based performance.
• Exhibits a sense of urgency in a results-driven environment.
• Strong interpersonal, organizational, written, and oral communication skills.
• Assists in effective problem solving skills to resolve client issues.
• Computer / Technical:
  Ability to use all Microsoft Office software including Word, Excel and PowerPoint.

• Normal office environment with little exposure to dust, noise, temperature and the like.
• Extended viewing of computer monitor

At Fifth Third, we understand the importance of recognizing our employees for the role they play in improving the lives of…