Client Care Center-Agent Assist

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Regular or Temporary:
Regular

Language Fluency: English (Required)

Work Shift:
1st shift (United States of America)

Please review the following job description:

Responsible for incoming calls for routine and high-complex inquiries regarding products, procedures, systems, or policies for new and existing clients. Responsible for responding to secure and non-secure inquiries initiated by prospects and Truist clients through messaging platform. Committed to utilize all available tools and resources to curate a differentiated client experience, track all unresolved issues accurately, to ensure timely follow up and resolution. Care Advisors act as client advocates to track client complaints and feedback regarding Truist, our teammates, products and vendors.

ESSENTIAL DUTIES AND RESPONSIBILITIES
Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

1. Investigate and provide resolution to clients' highly complex requests to Care Center, branches and other lines of business, requiring use of multiple specialties (e.g. business care, card, loan servicing).
2. Resolve escalated calls from teammates with questions regarding procedures, systems or policies.
3. Resolve highly complex bank operational problems within guidelines and policies.


4. Manage and maintain RISK items and procedures to stay within compliance to prevent loss to the bank.
5. Utilize a consultative approach to resolve client issues through educating the clients of bank products and services. Uncover opportunities for banking solutions for clients expressed and unexpressed needs. (Banking solutions could include changing of account types, the opening of new accounts such as demand deposits, time deposits, credit cards, balance transfers, new loans/lines of credit e.g., mortgage referrals, secured and unsecured lending or refinancing existing loans for more competitive rates or payments, etc.)

6. Communicate with internal and external clients and third parties via telephone, email or other appropriate channels in order to facilitate resolution of the issue. Effectively employ negotiation and problem-solving skills to facilitate the appropriate resolution of complaints.
7. Assist in the identification of revenue blockers and in the simplification, centralization and/or elimination of processes directly affecting revenues.
8. Identify and correct bank errors and escalate regulatory concerns that pose a risk to the bank.
9. Inform and educate clients on their self-service options through various Truist technologies to improve their individual banking experience.
10. Follow established policies, procedures, guidelines, regulations, and laws to protect both our clients and Truist from any unnecessary risk.


11. Deliver care through exceptional client service and create a differentiating client experience while providing support to internal and external clients by executing Truist Purpose, Mission and Values.
12. Embrace ongoing personal and professional growth and development by participating in required and voluntary educational opportunities, business resource group (BRG) activities and other work-related activities.


13. Maintain current professional specialized knowledge of compliance regulations, bank products, policies and procedures and other Business Unit strategies by completing all training applicable to areas of expertise.

QUALIFICATIONS
Required Qualifications:
The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Associate degree, or equivalent education and related training or experience
2.Two years of high level of performance/achievement in client contact center or bank operations.
3. Proficiency in computer applications (e.g. Windows, Microsoft Office), technical skills, interpersonal abilities, problem-solving skills and ability to work efficiently across multiple platforms
4. Excellent written and verbal communications (including grammar and spelling)
5. Demonstrate proficiency in attention to detail with the ability to process information with a high degree of accuracy.

6. Strong leadership qualities and excellent interpersonal skills.

7. Creative thinker and problem solver.

8. Ability to maintain composure and professionalism in highly emotional situations.

9. Ability to develop and maintain excellent client relations and display genuine concern for client complaints while working with dedication towards finding solutions.

Preferred Qualifications:
1. Prior experience working in a call center or high volume/fast-paced work environment
2. Background in supported department/product
3. Prior experience in a Truist client-facing role

General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truist's generous benefit plans, please visit our Benefits site. Depending on the position and division, this job may also be eligible for Truist's defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

Truist is an Equal Opportunity Employer that does not discriminate on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status, or other classification protected by law. Truist is a Drug Free Workplace.

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