Commercial Client Onboarding & Dep. Acct. Supervisor

General Function

The Commercial Client Onboarding & Deposit Account Supervisor will be responsible for supervising and mentoring teams who support Commercial clients through the onboarding process. Commercial Client Onboarding & Deposit Account Supervisors are responsible for the onboarding of new commercial relationships, with a focus on deposit and treasury management solutions, working closely with internal partners within the commercial structure. 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 & Responsibilities

• Plan, assign and monitor the workflow of assigned team, maintaining optimum efficiency and cost effectiveness while ensuring that production standards and service level agreements are met and maintained.
• Ensure proper backup support for the team during leaves of absence, vacations, illnesses and other PTO.
• Provide day-to-day support and guidance across all aspects of the entire client onboarding process.
• Meet with other Line of Business (LOBs) to create partnerships among teams and ensure expectations are met.
• Identify opportunities regarding Client service improvement to internal partners within Operations, Product and Business Controls.
• Participate in projects for the development and maintenance of policies and procedures that are created with regards to Client Advisor role and activities they perform.
• Ensure compliance across all teams that teams stay consistent complying with all tax, risk, legal and compliance/audit procedures that are regulated by Fifth Third Bank.
• Review and refine processes employed by the team, adopting best practices.
• Assist in resolving complex client-oriented issues. Identify problems that exist outside normal bank policy and procedural guidelines and escalate to management as necessary.
• Provide timely feedback to relationship team, LOBs and manager concerning status of implementations, product issues, new sales opportunities and competitive information.
• Participate in projects partnering with internal business partners to enhance service-related training for internal and external facing products and services.
• Provide guidance on how to identify proactive service and cross sell opportunities.
• Ensure team members are properly trained to empower them to meet performance expectations. This includes initial, follow-up, and ongoing training and communication regarding best practices, service processes, procedures, policies and guidelines.

Supervisory Responsibilities

Responsible for providing employees timely, candid and constructive performance feedback; developing employees to their fullest potential and provide challenging opportunities that enhance employee 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

• Bachelor's degree or equivalent work experience required.
• 5 years customer service experience required.
• 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.
• 5 years demonstrated leadership or equivalent training.
• Must have leadership skills necessary to manage a team of service professionals with varying backgrounds and levels of experience.
• Possess a strong understanding of risk and its potential impact on the Bancorp.
• Strong written and verbal communication skills.
• Fifth Third product and system knowledge preferred.
• Ability to travel and successfully cover multiple regions/markets (depending on assigned territory), as needed to achieve P&L success.
• Demonstrated ability to effectively manage complex teams (including, but not limited to): 5 or greater employees, remote employees, multiple LOBs, markets, cities, etc.
• Ability to effectively interact with Bank management.
• Ability to manage complex, uncertain, high-pressure situations, and adapt to new and different circumstances.
• Demonstrated ability to work and solve escalated issues independently, with minimal supervision.

Working Conditions

• Normal office environment with little exposure to dust, noise, temperature and the like.
• Extended viewing of a CRT screen.
• Limited travel required.