Account Officer Specialist

GENERAL FUNCTION

Performs a wide range of administrative and fiduciary duties of a highly responsible and complex nature for a centralized group of Trust, Account and Investment officers, including Senior Managers and Team Leads. Partners with all individuals of the group in every aspect of servicing their client base to ensure greater client satisfaction, client retention and growth, and compliance with all policies and procedures governing fiduciary and non-fiduciary 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.

• Monitor and service, or direct, all incoming client calls received on our PCS/PBC 800 number.
• Monitor and service PCS/PBC e-mail boxes to deliver superior service PCS/PBC to clients, and business partners.
• Frequent direct communication with team members, internal and external business partners and clients via letters, phone, e-mail, or personal interaction.
• Support the Trust Officer to administer multigenerational trusts, often with discretionary income and principal payments distributed among multiple family members, while managing financial risk.
• Partner with the Trust, Account and Investment Officer to retain client base by working with the client service team and partnering with internal and external service providers to optimize effectiveness and efficiency in achieving the highest client service standards.
• Partner with the Trust and Account Officer to resolve client issues.
• Ensure a smooth transition as the client moves among service models.
• Prepare and distribute various monthly reports.

• Assist with the completion of annual administrative account reviews.
• Provide necessary maintenance/interface for trust systems.
• Review and ensure the quality of the daily account activity in the IA Workflow System.
• Ensure compliance and proper documentation requirements are met, consistent with internal fiduciary policies and procedures regarding business acceptance, discretionary actions, and all other bank policies, procedures and guidelines.
• Work closely with the Trust and Account Officer and Trust Tax Accountants to ensure proper tax reporting.
• Work with proper operations group to open and close accounts; process additions to and distributions from accounts.
• Frequent interaction with various operations teams within the Bank.

• Partner with the Trust, Account, Investment Officer on client sales calls.
• Prepare marketing proposals and materials.
• Demonstrate client contact and relationship management skills.
• Utilize and ensure prospect/client information is appropriately entered, updated, and managed in the CRM tracking system.
• Demonstrate a sense of urgency for client service and completion of projects/tasks.
• Demonstrate sound decision-making skills, including balancing business risk to Fifth Third Bank with client interests.
• Work with multiple managers and balance competing priorities.
• Champion the Bancorp Vision and Core Values through personal actions.
• Recommend enhancements to policies and procedures.
• Develop a working knowledge of current trends and changes in the industry with regard to fiduciary matters (e.g. estate planning, probate, estate, gift and income tax planning, guardian ships, special needs trusts, state-specific law).

None

• Bachelor's degree preferred or related experience required. Minimum 2 years’ experience in sales and client service.
• Demonstrated ability to learn financial and investment concepts to apply in daily work; ability to quickly learn and apply basic knowledge and skills in the areas of trust administration, estate planning strategies and income, gift and estate tax matters.
• Demonstrate a basic understanding of financial…