IS Client Service Manager

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GENERAL FUNCTION: In partnership with FTIS Relationship Managers, oversees and owns client service for assigned institutional clients. Ensures all interactions with clients lead to retention, loyalty, and overall client satisfaction. Cultivates relationships with regular contact, ensuring excellent service delivery. Ensures client documents, files and account operations meet all compliance and regulatory guidelines. Builds knowledge and expertise across a breadth of Fifth Third Institutional products and services.

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:

• Responsible for client retention, client satisfaction, and driving overall client loyalty through proactive service excellence in day-to-day interactions with assigned institutional clients.

• Works independently and serves as the key daily contact for assigned clients.

• Maintains open and regular communication with FTIS Relationship Managers regarding all aspects of client servicing. Partners with Relationship Managers in reviewing fee revenue and/or profitability appropriateness for clients.

• Utilizes CRM to maintain consistent record of call communication with clients.

• Participates in client meetings, as appropriate.

• Builds a solid understanding of Fifth Third's services and promotes those services to key client contacts that may result in additional revenue and/or an improvement in overall operating margin for that client.

• Embraces and advocates Fifth Third Institutional Services’ mission, value propositions and points of differentiation.

• Partners with client on trouble shooting and problem solving, escalating issues as necessary.

• Responds to client requests for information, resolving questions and services issues, keeping client informed throughout the process.

• Works with our outside vendors and internal business partners.

• Meets tight deadlines and acts independently to solve project plan obstacles, addressing issues quickly.

• Works with clients to ensure that all required testing and 5500 filings for retirement plans are completed timely and ensures that corrective distributions are completed.

• Partners with clients to ensure unique testing/contribution allocation process are handled effectively (i.e., cross-tested, partnership issues, etc.); Collaborates with leadership to meet coverage model needs.

• Responsible for the successful implementation of new client and plan participant services that may include coordination with other internal or external parties.

• Works with clients to ensure that all forfeitures within a plan are handled according to the provisions within the plan document.

• Accountable for the timeliness, accuracy and completes of annual administrative file reviews which are reported to the Controls Committee on a monthly basis.

• Manages and assists Client/Participant/Broker with day to day operational aspects of Managed Participant Trust Accounts (MPTA). When required, work with Fifth Third Middle Office to assist with problem resolution surrounding MPTA accounts.

• Assist with aspects of ERISA Budget Accounts.

• Daily monitoring of cash movement on assigned accounts. May update asset pricing monthly or quarterly.

• Work with Relationship Manager to resolve administrative review and compliance exceptions.

• Work with Relationship Manager to complete annual administrative review for each assigned client.

• Assist with the successful conversion process for new clients and deconversion for clients that are leaving; must meet tight deadlines and act independently to solve project plan obstacles.

• Responsible for coding accuracy on assigned accounts.

• Escalates significant issues to senior management with recommendations.

• Builds awareness of issues and concerns of outside regulatory bodies, business line self-assessments, and Internal Audit and their impact on the business line.

• Manages FTIS Compliance Reviews, Risk Management, and Audits as well as implementation of regulatory changes and updates.

• Represents the Bank in civic, government, community, charitable, banking and professional groups and associations to promote the Bank's positive image.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Bachelor's degree or equivalent work experience. A major in Finance, Accounting, Economics, or Business Administration preferred.

• Three years’ work experience in the financial services industry, preferable in Institutional Services or related Financial Services areas.

• Strong interpersonal, oral and written communication skills.

• Problem solving and analytical skills; solid organizational skills.

• Relationship management and collaboration skills.

• Experience with Microsoft office products, such as Word, Excel, PowerPoint and Outlook.

WORKING CONDITIONS:

• Normal office environment with little exposure to dust, noise, temperature and the like.

• Extended viewing of CRT screen.

IS Client Service Manager

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.

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. 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.

LOCATION -- Detroit, Michigan 48226

Attention search firms and staffing agencies: do not submit unsolicited resumes for this posting. Fifth Third does not accept resumes from any agency that does not have an active agreement with Fifth Third. Any unsolicited resumes – no matter how they are submitted – will be considered the property of Fifth Third and Fifth Third will not be responsible for any associated fee.

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