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.

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