Implementation Coordinator III

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Hours - Monday through Friday, 10 am to 7 pm

General Function

Facilitates all aspects of the multi-product on-boarding process for Core, Premier and Premier Plus clients and complex implementations maintenance requests , providing outstanding customer service with minimal supervision. Is responsible for collecting documents and forms, completion of required forms (for example Implementation Request Forms), scheduling and conducting regular status calls, coordination of testing, coordination of training, client follow-up and other tasks related to implementations.

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

Ensure client satisfaction through taking ownership and delivering timely resolution of client action items.Assist clients in new product assimilation and performs follow-up as necessary.Review all requests for potential fraudulent activity prior to implementing and reporting any suspicious fraudulent requests according to Bancorp standards.Provide feedback to manager on ways to streamline the implementation process or improve the overall client experience.Take ownership and facilitates the implementation and multi-product on-boarding process for Core, Premier and Premier Plus clients and complex implementation maintenance requests.Coordinates communication with Treasury Management Officer, Relationship Manager, Portfolio Manager, Client Service Professional (CA, CSC Representative), Operations and clients during implementation period.Proactive direct client contact to ensure proper implementation and communication channels.Creates, maintains, and educates the client on implementation project plan and other key deliverables as needed.Identify potential problem areas during the implementation processes based on experience with past implementations. Proactively addresses these areas by offering suggestions and alternative solutions.Lead the implementation kickoff meeting with the client and Relationship Team as needed.Gathers information from customer/relationship team and submits the appropriate and accurate Implementation Request Form to the Operations Implementation team.Monitors the Implementation Request Form to quickly assume ownership of an escalation and take the necessary action to resolve the issue or request.Schedule and lead recurring status update meeting with the client as needed.Act as client liaison to Training team to ensure client training is scheduled and executed.Ensure all service level agreements are properly communicated with the client.Provide feedback to internal teams and client as appropriate post implementation.Informs the Sales Team of possible cross sell opportunities.Adheres to quality standards set forth for all implementation requests.Acts as a mentor for newer Implementation Coordinator team members.Subject to reasonable accommodation.

Minimum Knowledge, Skills And Abilities Required

Bachelor's degree preferred.3 years of Treasury or Commercial experience with knowledge of numerous Treasury Management products.Previous TM Implementation experience preferred.Strong customer service orientation and relationship building skills.Demonstrated understanding of Treasury Management products and services required.Demonstrated project management skills preferred.Strong verbal and written communication skills.Must be detail oriented and possess critical thinking skills.Ability to work collaboratively in a cross-functional team environment.Requires the ability to apply a comprehensive knowledge of systems, procedures, customers, products and processes to perform a broad range of varied and demanding assignments within the client services area.Ability to prioritize, multi-task and be flexible.

Implementation Coordinator III

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