Team Lead, Commercial Loan Client Service Advisors

About the role

The Team Lead, Commercial Loan Servicing at Fifth Third Bank is responsible for leading and managing a team of Commercial Loan Servicing Advisors. This role ensures the accurate and timely execution of loan servicing activities, adheres to service level agreements (SLAs), and delivers a high-quality customer experience. The Manager is accountable for team performance, operational excellence, and risk management, while fostering a culture of collaboration and employee development.

Responsibilities

• Directly manage, coach, and develop a team of Commercial Loan Servicing Advisors.
• Establish clear performance expectations aligned to departmental goals and SLAs.
• Build a strong talent pipeline through training, mentorship, and succession planning.
• Foster a collaborative team environment focused on accountability and growth.
• Oversee daily servicing activities including payment processing, advances, paydowns, payoff processing, and account maintenance.
• Ensure effective resolution of borrower inquiries and discrepancies.
• Monitor post-closing documentation collection and ensure timely clearing of exceptions.
• Achieve accurate execution of servicing activities and system updates.
• Ensure adherence to procedures, controls, and service level expectations.
• Identify process improvement opportunities, streamline workflows, and enhance system utilization to improve efficiency and reduce errors.
• Support data integrity and documentation accuracy across systems.
• Support departmental initiatives and operational projects.
• Ensure compliance with internal policies, regulatory requirements, and audit standards.
• Identify and escalate risks while ensuring appropriate controls are in place.
• Promote a strong risk culture.
• Serve as an escalation point for complex borrower issues.
• Partner with internal teams to ensure seamless loan servicing.
• Drive a high-quality customer experience.
• Manage a team of Commercial Loan Servicing Advisors, provide performance feedback, support development, and ensure appropriate staffing.

Qualifications

• High school diploma required; Bachelor’s degree preferred.
• 5+ years of middle market commercial/corporate banking loan servicing experience.
• 2+ years of leadership experience.
• Strong knowledge of commercial loan servicing processes and systems.
• Leadership and coaching skills.
• Loan servicing expertise.
• Operational management skills.
• Risk awareness.
• Strong communication skills.
• Problem-solving and decision-making skills.

Skills For Success

• Strong analytical skills.
• Attention to detail.
• Adaptability.
• Commitment to delivering high-quality outcomes.