Commercial Client Onboarding Specialist

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GENERAL FUNCTION:

Responsible for being the primary liaison between the Bank and the customer while directing cross-functional resources dedicated to opening commercial DDA accounts.  The Commercial Client Onboarding Specialist communicates directly with clients and works as the liaison between the client and our internal teams for all matters relating to account/service on-boarding. Responsible for providing all commercial DDA clients with high-touch, value added support and ensuring all documentation requirements for Deposits and Treasury Management have been met. With minimal supervision, a successful Commercial Client Onboarding Specialist will have a strong customer-centric focus, provide high quality customer service, understand the client's needs, and sets clear expectations with our clients.

Responsible and accountable for 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.

A Commercial Client Onboarding Specialist must anticipate situations to ensure an exceptional client experience, from the initial correspondence through service implementation. The Commercial Client Onboarding Specialist will have foresight and client specific solution knowledge to communicate quickly and can adapt to complex and difficult situations while utilizing bank resources. A successful Commercial Client Onboarding Specialist will know when to leverage the Treasury Management Officer, Relationship Manager, Portfolio Manager, Commercial Support Center, Implementation Coordinator, and CA Team or other necessary business partners.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Effectively prioritize work efforts to meet client deadlines using bank approved resources.
• Utilize internal systems to collect information, prepare and validate documentation, and accurately request commercial payment services.
• Maintain accurate and up-to-date records of all onboarding activities.
• Serves as the commercial operations liaison for all new account/service and Deposit Account on-boardings.
• Ensures client satisfaction through partnership with the Commercial Payments Sales Team by providing expedited timely responses to requests.
• Sets and manages client expectations through clear communication, precise & immediate follow-ups to internal & external clients; Drives problem resolution and escalates as necessary following the defined channels.
• Experienced and knowledgeable enough to ask pointed questions of the client to collect all necessary information from the client to prepare client documentation.
• Provides advice, guidance, and insight to support the relationship.
• Maintains timely, open, and transparent communication with requisite sales team to ensure a superior customer experience.
• Follows Fifth Third Bank Policy and Procedures.
• Provides an appropriate frame of reference when delegating service requests and routing to appropriate resources.
• Exhibits innovative behaviors that support relevant and practical solutions to clients.

SUPERVISORY RESPONSIBILITIES: None

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Bachelor's Degree or equivalent experience.

• 3-5 years banking experience required including Commercial Bank experience (including but not limited to the following): commercial account structure, Treasury Management products and services, commercial loans.

• Minimum 3 years demonstrated client service experience required. (phone and face to face)

• Demonstrated experience supporting multiple lines of business, verticals, and all segments of an organization.

• Excellent written and verbal communication skills.

• Ability to effectively communicate with all levels of the organization.  

• Strong verbal and written communication skills.

• Strong interpersonal and relationship building skills.

• Ability to filter and analyze information to facilitate decision making and enhance client relationships.

• Ability to cope with complexity, uncertainty, high pressure situations and adapt to new and different circumstances.

• Ability to problem solve and prioritize multiple tasks with strong attention to detail.

• Ability to collaborate and positively influence outcomes.

• Demonstrated ability to work and solve escalated issues with minimal supervision.

• Strong organizational skills.

• Extensive experience with Microsoft office products, such as Access, 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.

At Fifth Third, we understand the importance of recognizing our employees for the role they play in improving the lives of our customers, communities and each other. Our Total Rewards include comprehensive benefits and differentiated compensation offerings to give each employee the opportunity to be their best every day.

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 factors such as role, relevant skillset, relevant experience, education and geographic location. In addition to the base salary, this role is eligible to participate in an incentive compensation plan, with any such payment based upon company, line of business and/or individual performance.

Our extensive benefits programs are designed to support the individual needs of our employees and their families, encompassing physical, financial, emotional and social well-being. You can learn more about those programs on our 53.com Careers page at: https://www.53.com/content/fifth-third/en/careers/benefits.html or by consulting with your talent acquisition partner. 

Attention search firms and staffing agencies: do not submit unsolicited resumes for this posting.  Fifth Third does not accept resumes from any agency that does not have an active agreement with Fifth Third.  Any unsolicited resumes – no matter how they are submitted – will be considered the property of Fifth Third and Fifth Third will not be responsible for any associated fee.

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.