TM Client Care Advisor II - Enterprise
Fifth Third Bank · Houston, TX · 3 wk ago
ManagementFull-time
We need to output HTML fragment with sections: headings for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. Remove boilerplate, navigation, EEO, etc. Must preserve all substantive info.
We need to parse the posting.
Let's extract:
- Title: "TM Client Care Advisor II - Enterprise" (but we don't repeat as heading). The page already shows it.
- General function description: "The Treasury Management (TM) Client Care Advisor role operates as a portfolio manager for treasury management clients and acts as a trusted advisor and primary point of contact for all TM services. This client service professional possesses treasury management expertise and knowledge responsible for the retention and growth of our clients, engineering TM solutions based on client data analytics and industry trends while engaging Operations, Product, IT and Sales resources to optimize the suite of solutions for each client. 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."
That's about the role. Could be "About the role" section.
- Responsibilities: The "Client Service ESSENTIAL DUTIES AND RESPONSIBILITIES:" block includes many bullet-like sentences. We need to turn into
for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. Remove boilerplate, navigation, EEO, etc. Must preserve all substantive info.
We need to parse the posting.
Let's extract:
- Title: "TM Client Care Advisor II - Enterprise" (but we don't repeat as heading). The page already shows it.
- General function description: "The Treasury Management (TM) Client Care Advisor role operates as a portfolio manager for treasury management clients and acts as a trusted advisor and primary point of contact for all TM services. This client service professional possesses treasury management expertise and knowledge responsible for the retention and growth of our clients, engineering TM solutions based on client data analytics and industry trends while engaging Operations, Product, IT and Sales resources to optimize the suite of solutions for each client. 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."
That's about the role. Could be "About the role" section.
- Responsibilities: The "Client Service ESSENTIAL DUTIES AND RESPONSIBILITIES:" block includes many bullet-like sentences. We need to turn into - . The content is long; we need to preserve all substantive info, not summarize away. So we need to break each sentence into list items? The instruction: Use
- for any list of duties/requirements/benefits. So we should treat each duty as a list item. The block includes many sentences separated by periods. We'll split into items.
Let's list them:
1. Pro-actively manages a portfolio consisting of the top 10% revenue generating clients in the Commercial Division: Serves as Treasury Management (TM) relationship ambassador for all things treasury including but not limited to incident management, client behavior analytics, escalation point of contact, implementation, issue troubleshooting, assessment and resolution.
2. Leverages TM data analytics daily to improve client retention, optimize revenue, deepen client relationship by recommending additional services that will deliver additional value and achieve operational excellence/client satisfaction.
3. Demonstrates leadership abilities, drives behavior changes, adheres to procedures and guidelines in conjunction with the Client Advisor Team Lead; seasoned/tenured Client Advisor. (Player/Coach)
4. Manages team escalations with little oversight by Client Advisor Team Lead.
5. Trains, mentors/coaches, provides oversight for newly on-boarded Client Advisors.
6. Assess client’s viability for additional TM services and exhibit consultative behaviors to bring opportunities to close or referral.
7. Proactively manage critical client communications through touch points (SWAT), strategic outreaches and TM relationship reviews. The Client Advisor has the foresight to communicate quickly and adapts well to intense client service situations.
8. Track participation/Call reports.
9. Monitor client portfolio Overall Satisfaction (OSAT) interviews and utilize feedback to deliver the best-in-class client experience; Ensures complete client satisfaction by providing expedited, timely responses to client requests (close the loop) within standard service level agreements.
10. Drives problem resolution and escalates as necessary following the defined channels – Client Care, Relationship and Operations.
11. Completes periodic document reviews through client triggered events or relationship analysis; materials are up-to-date, accurate, and recorded appropriately for reference.
12. Manages bank and client risk associated with High Risk Transactions (Wires, Overdrafts etc.) while adhering to Client Care Policy and Procedures; Identify all potential risk related circumstances to protect the Bank from potential losses.
13. Completes periodic client document reviews through client triggered events or relationship analysis; materials are up-to-date, accurate, and recorded appropriately for reference (duplicate? Actually appears twice; we need to preserve but maybe it's duplicate; we should not duplicate lines? The instruction: Remove duplicated lines. So we should keep only one instance of duplicate content. So we need to deduplicate.
14. Collaborate. Foster communication and a partnership across all lines of business to ensure proactive management for the overall client relationship.
15. Track participation/Call reports. (duplicate again; we need to deduplicate.)
16. Works collaboratively with the Sales partners to support RFPs and TM relationship reviews, as needed.
17. Implementation Identifies and engages appropriate Implementation resources for TM adds/changes/deletes. Actively participates in net new assigned client implementations. Attend internal kickoff and external kick off meetings as well as ongoing calls throughout the projects lifecycle. Track participation/Call reports.
18. Understands implementation requirements in order to review required documentation and account information for accuracy and completion.
19. Works collaboratively with business partners to ensure flawless service and product implementation on new or existing client requests.
We need to deduplicate repeated items: "Track participation/Call reports." appears multiple times. We'll keep one.
Also "Completes periodic client document reviews through client triggered events or relationship analysis; materials are up-to-date, accurate, and recorded appropriately for reference." appears twice; keep one.
Now "Collaborate. Foster communication and a partnership across all lines of business to ensure proactive management for the overall client relationship." maybe separate sentences; we can keep as one item.
Now "Works collaboratively with the Sales partners to support RFPs and TM relationship reviews, as needed." separate.
Now Implementation block: we can split into multiple items or keep as one? It contains multiple sentences. Probably better to split each sentence as separate list items for clarity, but we must preserve all info. We'll split.
Implementation items:
- Identifies and engages appropriate Implementation resources for TM adds/changes/deletes.
- Actively participates in net new assigned client implementations.
- Attend internal kickoff and external kick off meetings as well as ongoing calls throughout the projects lifecycle.
- Track participation/Call reports. (already have; we can skip duplicate.)
- Understands implementation requirements in order to review required documentation and account information for accuracy and completion.
- Works collaboratively with business partners to ensure flawless service and product implementation on new or existing client requests.
Now "Minimum Knowledge, Skills And Abilities Required" block: list of qualifications/skills.
We need sections: Requirements, Qualifications, Skills maybe. The instruction: Use headings for section headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to decide which sections to include based on content.
We have:
- About the role: general function description.
- Responsibilities: essential duties.
- Requirements: Minimum Knowledge, Skills And Abilities Required (includes education, experience, skills). Could be split into Requirements (education/experience) and Skills (specific abilities). But we can combine into Requirements and Skills sections if we have distinct content.
Let's extract:
Minimum Knowledge, Skills And Abilities Required:
- Bachelor's Degree or equivalent work experience.
- 3 or more years banking experience preferred including Commercial Bank experience (including, but not limited to the following): commercial account structure, Treasury Management products and services.
- 3 or more years demonstrated client service experience preferred (phone and face to face).
- Excellent written and verbal communication skills (business style).
- Ability to effectively communicate with all levels of the organization
- Strong interpersonal and relationship building skills.
- Ability to filter and analyze information/process to facilitate decision making and enhance client relationship.
- Ability to cope with complex, uncertain, (ambiguous) high pressure situations and adapts to new and different circumstances.
- Ability to problem solve and prioritize multiple tasks with strong attention to detail.
- Ability to collaborate and influence a positive outcome.
- Strong organizational skills and ability to leverage internal systems for problem resolution
- Extensive experience with Microsoft office products, such as OneNote, Word, Excel, PowerPoint and Outlook.
We could separate into Requirements (education, experience) and Skills (abilities). But the instruction says prefer a few substantive sections over many thin ones. So maybe we combine into one "Requirements" section that includes both education/experience and skills. Or we could have "Qualifications" for education/experience and "Skills" for abilities. However we need to avoid thin sections. Let's see if we have enough for each.
Education/experience items: Bachelor's Degree or equivalent work experience; 3+ years banking experience preferred including Commercial Bank experience; 3+ years demonstrated client service experience preferred.
That's three items. Skills items: many abilities (~10). Could be separate sections but each would be substantive enough. However we have also "Working Conditions" which could be a section but maybe not required unless we have specific content. Working Conditions: "Normal office environment with little exposure to dust, noise, temperature and the like. Extended viewing of a CRT screen. Some travel required". That's specific; we could include a "Working Conditions" section but not in the list of allowed headings; allowed headings are About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Working Conditions not listed, so we should not create a heading for it; we could incorporate into Responsibilities or Requirements? Probably better to include as a paragraph under Responsibilities? But it's not a duty. Could be included as a paragraph under "About the role"? Might be okay to add a
after sections. The instruction: Use
for prose. So we can add a paragraph for working conditions after the sections, not as a heading.
Now Pay: The posting includes "Total Base Pay Range 0.00 - 0.00" and later: "The base salary for this position is reflective of the range of salary levels for all roles within this pay grade across the U.S. Individual salaries within this range will vary based on factors such as role, relevant skillset, relevant experience, education and geographic location. In addition to the base salary, this role is eligible to participate in an incentive compensation plan, with any such payment based upon company, line of business and/or individual performance." This is specific content about pay, though the range is 0.00 - 0.00 (placeholder). The instruction says: never emit a heading followed by filler/placeholder text (e.g., "commensurate with experience", "not specified", "N/A", "varies", "TBD") and never create Pay/Schedule/Benefits sections unless the posting actually states them. The posting does state pay info, albeit with zeros. Is that considered placeholder? It says "Total Base Pay Range 0.00 - 0.00". That seems like placeholder; but they also give explanation. The instruction says never create Pay section unless posting actually states them. It does state a range, albeit zero. I'd argue it's still stating them, even if zero. However the instruction also says never emit a heading followed by filler/placeholder text (e.g., "commensurate with experience", "not specified", "N/A", "varies", "TBD"). Zero range could be considered filler. Safer to not include Pay section because it's essentially unspecified. The instruction: "never create Pay/Schedule/Benefits sections unless the posting actually states them." It does state them (range). But then they say "never emit a heading followed by filler/placeholder text (e.g., "commensurate with experience", "not specified", "N/A", "varies", "TBD")". The zeros could be considered filler. I'd lean to omit Pay section to avoid risk.
Benefits: The posting includes a paragraph about benefits: "At Fifth Third, we understand the importance of recognizing our employees for the role they play in improving the lives of our customers, communities and each other. Our Total Rewards include comprehensive benefits and differentiated compensation offerings to give each employee the opportunity to be their best every day. ... You can learn more about those programs on our 53.com Careers page at: https://www.53.com/content/fifth-third/en/careers/benefits.html or by consulting with your talent acquisition partner." That's substantive description of benefits, though not detailed
- for any list of duties/requirements/benefits. So we should treat each duty as a list item. The block includes many sentences separated by periods. We'll split into items.
Let's list them:
1. Pro-actively manages a portfolio consisting of the top 10% revenue generating clients in the Commercial Division: Serves as Treasury Management (TM) relationship ambassador for all things treasury including but not limited to incident management, client behavior analytics, escalation point of contact, implementation, issue troubleshooting, assessment and resolution.
2. Leverages TM data analytics daily to improve client retention, optimize revenue, deepen client relationship by recommending additional services that will deliver additional value and achieve operational excellence/client satisfaction.
3. Demonstrates leadership abilities, drives behavior changes, adheres to procedures and guidelines in conjunction with the Client Advisor Team Lead; seasoned/tenured Client Advisor. (Player/Coach)
4. Manages team escalations with little oversight by Client Advisor Team Lead.
5. Trains, mentors/coaches, provides oversight for newly on-boarded Client Advisors.
6. Assess client’s viability for additional TM services and exhibit consultative behaviors to bring opportunities to close or referral.
7. Proactively manage critical client communications through touch points (SWAT), strategic outreaches and TM relationship reviews. The Client Advisor has the foresight to communicate quickly and adapts well to intense client service situations.
8. Track participation/Call reports.
9. Monitor client portfolio Overall Satisfaction (OSAT) interviews and utilize feedback to deliver the best-in-class client experience; Ensures complete client satisfaction by providing expedited, timely responses to client requests (close the loop) within standard service level agreements.
10. Drives problem resolution and escalates as necessary following the defined channels – Client Care, Relationship and Operations.
11. Completes periodic document reviews through client triggered events or relationship analysis; materials are up-to-date, accurate, and recorded appropriately for reference.
12. Manages bank and client risk associated with High Risk Transactions (Wires, Overdrafts etc.) while adhering to Client Care Policy and Procedures; Identify all potential risk related circumstances to protect the Bank from potential losses.
13. Completes periodic client document reviews through client triggered events or relationship analysis; materials are up-to-date, accurate, and recorded appropriately for reference (duplicate? Actually appears twice; we need to preserve but maybe it's duplicate; we should not duplicate lines? The instruction: Remove duplicated lines. So we should keep only one instance of duplicate content. So we need to deduplicate.
14. Collaborate. Foster communication and a partnership across all lines of business to ensure proactive management for the overall client relationship.
15. Track participation/Call reports. (duplicate again; we need to deduplicate.)
16. Works collaboratively with the Sales partners to support RFPs and TM relationship reviews, as needed.
17. Implementation Identifies and engages appropriate Implementation resources for TM adds/changes/deletes. Actively participates in net new assigned client implementations. Attend internal kickoff and external kick off meetings as well as ongoing calls throughout the projects lifecycle. Track participation/Call reports.
18. Understands implementation requirements in order to review required documentation and account information for accuracy and completion.
19. Works collaboratively with business partners to ensure flawless service and product implementation on new or existing client requests.
We need to deduplicate repeated items: "Track participation/Call reports." appears multiple times. We'll keep one.
Also "Completes periodic client document reviews through client triggered events or relationship analysis; materials are up-to-date, accurate, and recorded appropriately for reference." appears twice; keep one.
Now "Collaborate. Foster communication and a partnership across all lines of business to ensure proactive management for the overall client relationship." maybe separate sentences; we can keep as one item.
Now "Works collaboratively with the Sales partners to support RFPs and TM relationship reviews, as needed." separate.
Now Implementation block: we can split into multiple items or keep as one? It contains multiple sentences. Probably better to split each sentence as separate list items for clarity, but we must preserve all info. We'll split.
Implementation items:
- Identifies and engages appropriate Implementation resources for TM adds/changes/deletes.
- Actively participates in net new assigned client implementations.
- Attend internal kickoff and external kick off meetings as well as ongoing calls throughout the projects lifecycle.
- Track participation/Call reports. (already have; we can skip duplicate.)
- Understands implementation requirements in order to review required documentation and account information for accuracy and completion.
- Works collaboratively with business partners to ensure flawless service and product implementation on new or existing client requests.
Now "Minimum Knowledge, Skills And Abilities Required" block: list of qualifications/skills.
We need sections: Requirements, Qualifications, Skills maybe. The instruction: Use headings for section headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to decide which sections to include based on content.
We have:
- About the role: general function description.
- Responsibilities: essential duties.
- Requirements: Minimum Knowledge, Skills And Abilities Required (includes education, experience, skills). Could be split into Requirements (education/experience) and Skills (specific abilities). But we can combine into Requirements and Skills sections if we have distinct content.
Let's extract:
Minimum Knowledge, Skills And Abilities Required:
- Bachelor's Degree or equivalent work experience.
- 3 or more years banking experience preferred including Commercial Bank experience (including, but not limited to the following): commercial account structure, Treasury Management products and services.
- 3 or more years demonstrated client service experience preferred (phone and face to face).
- Excellent written and verbal communication skills (business style).
- Ability to effectively communicate with all levels of the organization
- Strong interpersonal and relationship building skills.
- Ability to filter and analyze information/process to facilitate decision making and enhance client relationship.
- Ability to cope with complex, uncertain, (ambiguous) high pressure situations and adapts to new and different circumstances.
- Ability to problem solve and prioritize multiple tasks with strong attention to detail.
- Ability to collaborate and influence a positive outcome.
- Strong organizational skills and ability to leverage internal systems for problem resolution
- Extensive experience with Microsoft office products, such as OneNote, Word, Excel, PowerPoint and Outlook.
We could separate into Requirements (education, experience) and Skills (abilities). But the instruction says prefer a few substantive sections over many thin ones. So maybe we combine into one "Requirements" section that includes both education/experience and skills. Or we could have "Qualifications" for education/experience and "Skills" for abilities. However we need to avoid thin sections. Let's see if we have enough for each.
Education/experience items: Bachelor's Degree or equivalent work experience; 3+ years banking experience preferred including Commercial Bank experience; 3+ years demonstrated client service experience preferred.
That's three items. Skills items: many abilities (~10). Could be separate sections but each would be substantive enough. However we have also "Working Conditions" which could be a section but maybe not required unless we have specific content. Working Conditions: "Normal office environment with little exposure to dust, noise, temperature and the like. Extended viewing of a CRT screen. Some travel required". That's specific; we could include a "Working Conditions" section but not in the list of allowed headings; allowed headings are About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Working Conditions not listed, so we should not create a heading for it; we could incorporate into Responsibilities or Requirements? Probably better to include as a paragraph under Responsibilities? But it's not a duty. Could be included as a paragraph under "About the role"? Might be okay to add a
after sections. The instruction: Use
for prose. So we can add a paragraph for working conditions after the sections, not as a heading. Now Pay: The posting includes "Total Base Pay Range 0.00 - 0.00" and later: "The base salary for this position is reflective of the range of salary levels for all roles within this pay grade across the U.S. Individual salaries within this range will vary based on factors such as role, relevant skillset, relevant experience, education and geographic location. In addition to the base salary, this role is eligible to participate in an incentive compensation plan, with any such payment based upon company, line of business and/or individual performance." This is specific content about pay, though the range is 0.00 - 0.00 (placeholder). The instruction says: never emit a heading followed by filler/placeholder text (e.g., "commensurate with experience", "not specified", "N/A", "varies", "TBD") and never create Pay/Schedule/Benefits sections unless the posting actually states them. The posting does state pay info, albeit with zeros. Is that considered placeholder? It says "Total Base Pay Range 0.00 - 0.00". That seems like placeholder; but they also give explanation. The instruction says never create Pay section unless posting actually states them. It does state a range, albeit zero. I'd argue it's still stating them, even if zero. However the instruction also says never emit a heading followed by filler/placeholder text (e.g., "commensurate with experience", "not specified", "N/A", "varies", "TBD"). Zero range could be considered filler. Safer to not include Pay section because it's essentially unspecified. The instruction: "never create Pay/Schedule/Benefits sections unless the posting actually states them." It does state them (range). But then they say "never emit a heading followed by filler/placeholder text (e.g., "commensurate with experience", "not specified", "N/A", "varies", "TBD")". The zeros could be considered filler. I'd lean to omit Pay section to avoid risk. Benefits: The posting includes a paragraph about benefits: "At Fifth Third, we understand the importance of recognizing our employees for the role they play in improving the lives of our customers, communities and each other. Our Total Rewards include comprehensive benefits and differentiated compensation offerings to give each employee the opportunity to be their best every day. ... You can learn more about those programs on our 53.com Careers page at: https://www.53.com/content/fifth-third/en/careers/benefits.html or by consulting with your talent acquisition partner." That's substantive description of benefits, though not detailed