TM Client Care Advisor II

Position Overview

Please Note: This is an on-site position located in Cincinnati, Ohio.

The Treasury Management (TM) Client Care Advisor role operates as a portfolio manager for treasury management clients and acts as a trusted advisor and primary point of contact for all TM services.

• Proactively manage a portfolio of the top 10% revenue‑generating clients in the Commercial Division, serving as the TM relationship ambassador for all treasury activities.
• Manage incident, client behavior analytics, escalation, implementation, issue troubleshooting, assessment, and resolution.
• Leverage TM data analytics daily to improve client retention, optimize revenue, and recommend additional services for operational excellence and client satisfaction.
• Demonstrate leadership and drive behavior changes in collaboration with the Client Advisor Team Lead.
• Manage team escalations with minimal oversight, train, mentor, and coach newly onboarded Client Advisors.
• Assess client viability for additional TM services, exhibit consultative behaviors to close opportunities or refer.
• Proactively manage critical client communications through touch points (SWAT), strategic outreaches, and relationship reviews.
• Track participation and call reports; monitor client portfolio Overall Satisfaction (OSAT) interviews and use feedback for a best‑in‑class experience.
• Ensure client satisfaction by providing timely, expedited responses within service level agreements, driving problem resolution, and escalating when necessary.
• Complete periodic document reviews for client‑triggered events or relationship analysis, ensuring up‑to‑date, accurate, and recorded materials.
• Manage bank and client risk associated with high‑risk transactions such as wires and overdrafts while adhering to Client Care policies and procedures.
• Collaborate across all lines of business to proactively manage the overall client relationship and support RFPs and relationship reviews.
• Work with Sales partners to support RFPs and relationship reviews as required.
• Implementation:
  Identify and engage appropriate implementation resources for TM adds/changes/deletes, participate in new client implementations, attend kickoff meetings, and ensure accurate documentation and account information.

• Bachelor’s Degree or equivalent work experience.
• 3+ years banking experience, preferably in Commercial Banking (commercial account structure, Treasury Management products and services).
• 3+ years client service experience (phone and face‑to‑face).
• Excellent written and verbal communication skills (business style).
• Effective communication with all organizational levels.
• Strong interpersonal and relationship‑building skills.
• Analytical ability to filter and process information to facilitate decision‑making and enhance client relationships.
• Capability to cope with complex, uncertain, high‑pressure situations and adapt to new circumstances.
• Strong problem‑solving, prioritization, and attention‑to‑detail skills.
• Ability to collaborate and influence a positive outcome.
• Strong organizational skills and proficiency with internal systems for problem resolution.
• Extensive experience with Microsoft Office (One Note, Word, Excel, PowerPoint, Outlook).

Normal office environment with minimal exposure to dust, noise, temperature variations, and extended screen viewing.

Cincinnati, Ohio 45202.

Our Total Rewards include comprehensive benefits and differentiated compensation offerings. The base salary for this position is reflective of the range of salary levels for all roles within this pay grade across the U.S. Individual salaries within this range will vary based on role, relevant skill set, relevant experience, education, and geographic location. In addition to base salary, the role is eligible to participate in an incentive compensation plan based on company, line of business, and/or individual performance.

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.