Private Banking Sr. Client Service Assoc

GENERAL FUNCTION

The Client Service Specialist is responsible for providing exceptional support and service to our Private Bank clients. This role involves building and maintaining strong relationships with clients to meet their basic banking and Investment Management & Trust (IM&T) needs. Key responsibilities include addressing client inquiries, resolving issues, and ensuring a seamless client experience.

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 clients and colleagues and ensures that actions and behaviors drive a positive client 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

• As part of the Client Service Team, be the first point of contact for client initiated Private Bank clients for any service requests.

• Interact directly with Private Bank clients via phone and email to address inquiries and resolve issues to ensure their banking and IM&T needs are met, providing a consistent client experience across the Private Bank.

• Takes ownership for resolving client issues and provides status/resolution updates directly to clients.

• Deliver an elite client servicing experience (professional, timely, consistent). Set clear expectations with clients regarding any needed follow-up (SLA timing, who will call next, etc.).

• Input service requests into the appropriate system to complete the tasks as requested by clients (for example send wires, update contact information).

• Deep understanding and adherence to procedures for IM&T and Banking while abiding by both corporate policy and industry regulations.

• Help clients navigate digital tools and provide education to clients on self-service options.

• Attend all regional calls/meetings, Product & Ops calls, Quarterly Excellence calls.

• Identify and engage with internal Private Bank team(s) to address client needs, or to route client inquiries to the right party.

• Collaborate with a team pod structure to address client service needs. Utilize shared inboxes and telephone lines.

• Communicate updates timely with Private Bank team members on client service requests, issues, and resolutions.

• Collaborate with senior management to develop and implement policies and procedures that enhance client service operations.

• Provide peer to peer mentorship with guidance and support.

Please note: This role does not include responsibilities related to processing lending applications or providing lending rate quotes. Incumbents will not be expected to engage in any loan origination or financial advising activities.

SUPERVISORY RESPONSIBILITIES: None

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Associate degree or BS/BA is preferred.

• Minimum of 3 years of successful banking/client service experience in retail, commercial, business, private banking, and/or client services industry.

• Experience operating in an environment that stresses both individual accountability and team-based performance.

• Strong attention to detail and accuracy.

• Exhibits a sense of urgency in a results-driven environment.

• Strong interpersonal, organizational, written, and oral communication skills.

• Adapts quickly in dealing with an ever-changing banking environment.

• Uses effective problem-solving skills to resolve client issues.

• Computer/Technical: Ability to use all Microsoft Office software including Teams, Word, Excel, PowerPoint, and CoPilot.

• Knowledge of the Fifth Third banking systems is preferred.

WORKING CONDITIONS:

• Normal office environment with little exposure to dust, noise, temperature, and the like.

• Extended viewing of computer screens.