Private Banking Team Lead (PBC)

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General Function

Serve as a player/coach in the Private Banking Center, an inbound and outbound call center environment with on-site and remote employees.  Manages a book of business as a banking specialist for higher tier client relationships typically < $2,000,000 in investable assets. Interact directly with existing clients to meet their basic banking needs and build effective relationships with Private Banking team to enhance the client experience. Provide deposit and lending expertise with the potential to grow client relationships. Provide leadership over a team of 6+ employees comprised of Private Banker I and s Client Service Associates. Develops skills and fosters positive work environment for entry level team members within the Private Banking Center.

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 AND RESPONSIBILITIES:

Operational Excellence

- Monitor workflow to maintain optimum efficiency with the Private Banker 1 and CSA position

-Individual at this level has full ownership for one or more processes, procedures or products.

-Manage portal exceptions for the entire team

- Monitor inbound calls and workload for the CSA team

-Partners with Private Banking business partners in day-to-day operational processes to maximize client experiences and opportunities

-Identify and communicate issues to management and/or appropriate team members while making recommendations for quick resolutions

-Instrumental to the training and development less experienced bankers and client service associates.

- Manage and approve time-plcards for the CSA team

- Manage client complaints and assist team members with resolving client issues.

Client Relationship Management

-Demonstrates developed sales and client relationship management skills; collaborates with client to articulate and achieve their goals.

-Identifies opportunities to deepen client relationship with basic banking products and services to assigned clients; Point of contact for the administrative needs of client relationships.

-Identifies referral opportunities across all service lines based on client needs.

-Collaborates with the regional WMA and other specialists when needed to ensure the Private Bank client experience is delivered; effectively works with internal business partners (e.g., call center, consumer underwriting, etc.).

-Delivers banking solutions based on the value ladder and the Fifth Third Private Bank story following our Life360 Process.

-Ensures service standards and metrics are met based on client banking needs and segmentation.

-Takes high level of ownership for resolving client banking issues and escalates as appropriate

-Works independently and handles complex client banking issues.

-Originates and completes credit & process analysis independently.

-Provides client with current industry trends and commands a thorough knowledge of banking products and solutions; Utilizes lending and credit expertise to deliver credit solutions best suited to meet the client objectives.

-Minimizes loan losses through proactive action on past due and early identification of declining credit quality.

-Manages overall balance sheet, including both deposit and lending to increase profitability and enhance the client relationship.

-Utilizes CRM system to track calling efforts, client conversations and lending activity; ensures prospect/client information is appropriately entered, updated, and managed in CRM.

-Delivers high level of service while maintaining bank integrity, and abiding by both corporate and industry regulations.

SUPERVISORY RESPONSIBILITIES: Responsible for providing employees timely, candid and constructive performance feedback; developing employees to their fullest potential and provide challenging opportunities that enhance career growth; developing the appropriate talent pool to ensure adequate bench strength and succession planning; recognizing and rewarding employees for accomplishments

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED

-BS/BA is required. Business Administration, Finance, Economics is preferred.

-Brings a minimum of 5 years of successful sales/client