Implementation Coordinator I

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Hours for position - 10 am to 7 pm Monday through Friday

GENERAL FUNCTION:

Performs specialized processes for Premier Plus, Premier and Core Commercial clients as well as Retail owned Business clients. Acts as a liaison between Financial Centers, Treasury Management Officers, Relationship Managers, and clients. Handles non-complex client implementation requests, providing outstanding customer service with close supervision. Is knowledgeable in various Commercial products. Ensures proper implementation of Treasury Management Products. Services relationships according to Bank policy and procedures.

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.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Takes ownership and facilitates Treasury Management maintenance requests between Financial Centers, CSC, TMO, TM Implementations, and clients.

• Coordinates communication with Treasury Management Officer, Relationship Manager, Operations and clients during implementation period.

• Proactive direct client contact to ensure proper implementation and communication channels.

• Review all requests for potential fraudulent activity prior to implementing and reporting any suspicious fraudulent requests according to Bancorp standards.

• Ensures all appropriate documentation is received and maintained per request type.

• Reviews implementation documentation for accuracy before submitting to Implementations.

• Prepares and submit Implementation Request Forms for 20+ Treasury Management products and services requiring a wide scope of commercial knowledge.

• Coordinates client trainings with our CSC Trainers, Retail Sales partners and clients if needed.

• Partners with multiple support teams within Operations, Product, and IT to resolve escalated customer issues.

• Handles routine maintenance requests requiring minimal deviation from standard procedure.

• Ensures that time-sensitive transactions, problem resolutions and non-standard instructions are handled in a manner that complies with Bank and department policies and procedures and minimizes risks to both the Bank and the client.

• Takes ownership and delivers timely resolution of customer issues.

• Assists in maintaining updated customer information within CRM, as relates to area of responsibility.

• Participates and supports project initiatives as identified by management.

• Resolves customer issues within minimum Service Level Agreement to ensure minimal service disruption.

• Suggests improvements and changes to processes and policies to improve productivity and customer satisfaction.

• Adheres to quality standards set forth for all implementation requests.

SUPERVISORY RESPONSIBILITIES: None

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Requires high school diploma

• One (1) year of commercial banking or related work experience.

• Ability to professionally communicate both in verbal and written form.

• Ability to handle and prioritize multiple tasks.

• Strong organizational and time management skills.

• Basic proficiency in PC software: Excel, Word, Outlook, etc.

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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.