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GENERAL FUNCTION: Supports the Wealth Advisor; interacts directly with the client in administrative and support matters and a variety of client specific activities. Builds effective relationships with the team to enhance the 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 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:
- Work effectively with team members to support Fifth Third Wealth Advisor, clients and prospects.
- Provides all necessary paperwork and documentation during the client account opening process. Owns the process for ensuring the account is in good standing and follow all policies and procedures to mitigate risk and enhance client experience.
- Provides proactive day-to-day client service by anticipating client needs and responding to client questions and issues in a timely manner.
- Provides clients with accurate, factual information utilizing appropriate resources. Makes necessary contacts both inside and outside of the organization (e.g. Fidelity and client CPA) in order to obtain client requested information and then relays information.
- Maintains a consistent and open line of communication with the client portfolio manager/specialist related to client matters (e.g. non-standard/periodic reports, wires, and transfers).
- Understands, introduces and leverages the services of the greater firm as appropriate.
- Coordinates client preferences among related relationships within a complex book of business (non-standard, periodic reports, e.g. monthly account reconciliation or realized G/L).
- Makes necessary contacts both inside and outside of the organization in order to obtain client requested information seeking innovative solutions and resolution to emerging needs.
- Takes ownership for resolving client issues and escalates issues/trends to management for action and prevention of further client impact.
- Implements and maintains a quality service plan ensuring the accuracy of administrative documents; participates in Life360 process
- Utilizes the CRM in an accurate and timely manner to enter and maintain all pertinent account information and complies with all internal policies and procedures.
- Effectively works with internal business partners (e.g., call center, funding desk, consumer underwriting, rapid response, operations, etc.).
SUPERVISORY RESPONSIBILITIES: None.
MINIMUM KNOWLEDGE & SKILLS REQUIRED:
- Associate degree or BS/BA is preferred.
- Brings a minimum of 3 years of successful banking/investment client service experience
- Experienced operating in an environment that stresses both individual accountability and team-based performance.
- 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 investment environment.
- Uses effective problem solving skills to resolve client issues.
- Computer / Technical: Ability to use all Microsoft Office software including: Word, Excel and PowerPoint.
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FTWA Client Service Officer - Charlotte LOCATION -- Charlotte, North Carolina 28202Fifth 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.