Implementation Coordinator II in Thornton

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General Function

Performs high-risk transactions and specialized processes for Premier Plus, Premier and Core Commercial clients as well as Retail owned Business clients. Acts as a liaison between Financial Centers, Treasury Management Officers, Relationship managers and clients. Handles mid-complex client implementation requests (email and fulfillment) as well as single product onboarding, providing outstanding customer service with moderate supervision. Is knowledgeable in several Commercial products, including products of high complexity. 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 behaviours 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

• Takes ownership and facilitates the onboarding of new single product Treasury Management services for Premier Plus, Premier and Core Commercial clients as well as Retail owned Business clients.
• Submits Treasury Management maintenance requests for mid-complex products.
• Gathers appropriate client documentation to complete opening of new accounts and ensures adherence to existing policies and procedures for both Commercial and Retail account types.
• Completes account maintenance requests including account type changes and EIN changes.
• Serves as a role model for new Implementation Coordinators by being paired with new employees for observation and on the job training.
• Answers questions and acts as a resource to less experienced employees.
• Proactive direct client contact to ensure proper implementation and communication channels.
• Reviews all requests for potential fraudulent activity prior to implementing and reporting any suspicious fraudulent requests according to Bancorp standards.
• Prepares and submits Implementation Request Forms for 30+ Treasury Management products and services requiring a wide scope of commercial knowledge.
• Coordinates client trainings with our CSC Trainers, Retail Sales partners and clients.
• Handles non-routine and more complex interactions, sometimes requiring deviation from standard procedure.
• Partners with multiple support teams within Operations, Product, and IT to resolve complex customer implementation issues.
• Ensures that time-sensitive, problem resolutions and non-standard instructions are handled in a manner that complies with Bank and departmental policies and procedures and minimizes risk to both the bank and client.
• Accurately enters or confirms customer information into database; initiates and/or completes proper request forms in assisting customers.
• Continuously utilises computer systems for tracking, information gathering, and/or troubleshooting.
• All issues or requests are successfully tracked by creating an Implementation Request Form or service request within the CRM application.
• Resolves customer and/or application issues within minimum Service Level Agreement to ensure minimal service disruption.
• Suggests improvements and changes to processes and policies to improve productivity or customer satisfaction.
• Continuous development of knowledge involving Treasury Management products and services.
• Adheres to quality standards set forth for all implementation requests.

Minimum Knowledge, Skills And Abilities Required

• Requires high school diploma. Associates Degree preferred.
• Two years of Treasury Management experience or Commercial Banking experience.
• Demonstrates moderate understanding of Treasury Management products and services required.
• Ability to professionally communicate both verbally and in written form.
• Ability to handle and prioritise multiple tasks.
• Strong organisational and time management skills.
• Mid-level proficiency in PC software: Excel, Word, Outlook, etc.

Working Conditions

Extended viewing of CRT screen.

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. Our extensive benefits programs are designed to support the individual needs of our employees and their families, encompassing physical, financial, emotional and social well-being.

Location: Cincinnati, Ohio 45227

Fifth 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, colour, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.