Relationship Specialist Team Lead I

GENERAL FUNCTION Responsible for the supervision of a Relationship Specialist team and for the delivery of high quality service to internal and external clients. Align and optimize resources, organize and improve work processes to enhance client experience and contribute to revenue generation. Deliver best practice consultations, training and coaching to new and existing Relationship Specialists to ensure the achievement of defined BofM and departmental goals. Accountable for risk by following policies and procedures, ensuring actions drive a positive customer experience within the bank’s risk appetite. ESSENTIAL DUTIES AND RESPONSIBILITIES Supervisory Plan, assign and monitor the workflow of assigned Relationship Specialist team, maximizing efficiency and effectiveness to ensure production standards and service level agreements are achieved. Ensure proper backup for phone/email coverage when Relationship Manager is unavailable. Oversee quality reporting: preparation, generation and distribution of recurring reports (CRM reporting call reports, pipeline reports, new/closed opportunity, credit administration reports, etc.) and provide value‑added analysis. Implement new processes and procedures based on bank guidelines. Oversee CRM administrative support to ensure information is correct based on data quality metrics. Provide oversight and assistance to RS/RMs in credit excellence activities including submitting financial statements, removing collateral exceptions, etc. Review and refine processes employed by the team, adopt best practices. Ensure all processes comply with required tax, risk, legal, regulatory, and compliance/audit procedures. Assist in resolving complex client‑oriented issues and escalation as necessary. Provide timely feedback to relationship team, LOBs and manager concerning status of implementations, product issues, new sales opportunities and competitive information. Review CEI results with manager to identify and implement opportunities for improving customer experience. Participate in and support project initiatives as identified by management. Ensure team members are properly trained to meet performance expectations, including initial, follow‑up, and ongoing training. Establish and maintain a regular meeting schedule to ensure the team is performing against defined goals. Provide input in the development of training materials for RSs and external clients. Servicing Ensure time‑sensitive transactions, problem resolutions and non‑standard instructions comply with bank and department policies and minimize risk. Identify and communicate trends to drive problem resolution and eliminate recurrence. Ensure client satisfaction; route client service requests through appropriate channel and drive timely resolution. May participate in client visits for product implementations, closings, problem resolutions and expedition of urgent requests. Perform proactive client assessments. Assist with special projects such as employee engagement activities, internal training set‑up, sales meetings, community involvement, etc. Provide oversight and participate in daily currency transactions, XAA reanalysis request, basic loan advances, paydowns, national/international wires (accuracy, validation and gain second approval), and simple loan inquiries. Ensure accuracy and timeliness of open & close various account types (e.g., DDA accounts). SUPERVISORY RESPONSIBILITIES Provide Relationship Specialists timely, candid, and constructive performance feedback; develop employees to their fullest potential; provide challenging opportunities that enhance employee career growth; ensure adequate bench strength and succession planning; recognize and reward employees for accomplishments. MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED Bachelor’s degree or equivalent work experience. Minimum 5 years banking experience including experience opening new commercial accounts, commercial loans and/or treasury management. Minimum 7 years demonstrated client service experience required (phone and face‑to‑face). Minimum 3 years demonstrated management experience managing a team of service professionals with varying backgrounds and levels of experience. Fifth Third product and system knowledge. Strong written and verbal communication skills required. Project management skills helpful. Ability to apply comprehensive knowledge of systems, procedures, customers, products and processes to perform varied assignments within the client services area. Ability to work with minimal supervision and exhibit high originality, evaluation and judgment. Ability to work in a team environment, present a professional image and command respect of staff, peers, and senior management. Experience with Microsoft Office products (Access, Word, Excel, PowerPoint and Outlook). WORKING CONDITIONS Normal office environment with little exposure to dust, noise, temperature. Extended viewing. Relationship Specialist Team Lead I Total Base Pay Range 61,200.00 - 125,500.00 USD Annual LOCATION -- Virtual, Ohio 00000 Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote 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. #J-18808-Ljbffr