Business Banking Relationship Specialist

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GENERAL FUNCTION:

The Business Banking Relationship Specialist role operates as a Business Banking Client's escalated servicing point of contact responsible for providing clients with value added individualized support. This position will not only create and navigate service requests through the Bank on behalf of the client but have the experience and knowledge to identify solutions and efficiently coordinate problem resolution through Fifth Third resources.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and adhering to 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.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Client Service:

• Serves as an escalated point of contact to take ownership of service, daily needs and general requests for a portfolio of Business Banking clients.
• This includes the daily currency transactions, coordinating or making daily overdraft decisions, loan servicing, and review of account activity, new account openings, wire initiations, fraud and other requests.
• Receives and qualifies loan servicing requests; completes if appropriate or routes to appropriate Business party as needed.
• Provides an appropriate frame of reference when delegating service requests and routing to appropriate resources.
• Ensures complete client satisfaction through partnership and by providing expedited timely responses to requests.
• Follows up with clients in an expedited fashion to ensure that their request was fulfilled to their complete satisfaction or that new accounts or services are working properly.
• Sets and manages client expectations through clear communication, timely follow-up to internal & external clients; Drives problem resolution and escalates as is necessary following the defined channels.
• Provides advice, guidance and insight into required client documentation to support the relationship, which may include but is not limited to:
• Follows Business Banking Policy and Procedures as it pertains to all client onboarding, new account opening, account closures, maintenance, wire and other transaction support.
• Resolutions (Standard and Client Specific), Terms & Conditions, Treasury Management Agreements, Signature Cards, Wire Agreements, etc.
• Identifies client business risk type through client onboarding and drives the High-Risk Business Process as needed.
• Verifies accuracy for account openings.
• Manages bank and client risk associated with high-risk transactions (wires, overdrafts, etc.)
• Manages TM maintenance requests and coordinates required information with internal and external parties.
• CRM Administrator to support data quality in client profiles.
• Participates in monthly testing process to ensure adherence to Policy and Procedure.
• Exhibits innovative behaviors that support relevant and practical solutions to clients.

Sales Process:

• Participates in sales calls at the request of the Sales Team.
• Provides support for assigned sales team as may be needed, such as preparing reports, managing credit excellence exception clearing and other critical sales support.
• Works collaboratively with the Sales Team to provide input (as needed) on the client and their activities for relationship reviews and coordinates industry information for prospect RFPs.
• Proactively identifies and communicates cross sell opportunities with the Sales Team and/or directly with the client as appropriate.
• Drives change with sales team when processes or procedures have changed.
• Monitors Overall Satisfaction interviews of client portfolio and takes action to deliver the best possible client experience.

When leveraging bank resources, this role must anticipate situations to ensure an exceptional client experience, from onboarding through ongoing account management. This role helps shape suggested solutions that will improve revenue recognition through identifying product cross sell opportunities. Suggestions may also be presented which would improve the client's efficiency and overall experience through the adoption of self-servicing channels.

The Relationship Specialist will have the ability and knowledge to communicate quickly upon notification of impacting system issues, and have the ability to adapt to complex and difficult situations. A successful RS will know when to leverage the Treasury Management Officer, Relationship Manager, Portfolio Manager, Commercial Support Center, Implementation Coordinator, or other necessary business partners. 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.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Bachelor's Degree or equivalent experience.
• 1-3 years banking experience preferred including Business or Commercial Bank experience (including, but not limited to the following): commercial account structure, Treasury Management products and services, commercial loans.
• 1-3 years demonstrated client service experience preferred (phone and face to face).
• Strong written and verbal communication skills.
• Strong interpersonal and relationship building skills.
• Strong organizational skills.
• Ability to filter and analyze information/process to facilitate decision making and enhance client relationship.
• Ability to handle complexity, uncertainly and adapt to new and different circumstances.
• Ability to problem solve and prioritize multiple tasks with strong attention to detail.
• Proficient with SharePoint and Microsoft office products, such as Teams, OneNote, Word, Excel, PowerPoint and Outlook.

WORKING CONDITIONS:

• Normal office environment with little exposure to dust, noise, temperature and the like.
• Extended viewing of a CRT screen.
• Occasional travel required.

All the above duties and responsibilities are essential job functions for which reasonable accommodation will be made. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. This position description is not to be construed as an exhaustive statement of duties, responsibilities or requirements. Employees may be required to perform any other job-related instructions as requested by their supervisor, subject to reasonable accommodation.

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.