Client Support Specialist

Wealth Support Teammate

Provides in-office client and advisor support to a team of Wealth Advisors managing a portfolio of high net-worth clients. Closely works with assigned advisor(s) to meet the needs and objectives of the client and will serve as the primary point of intake for a majority of requests from advisor(s) and clients, playing a key front-office role in interfacing with clients. The teammate will support workload management, and triage and delegate client and advisor operational requests to a centralized service team as appropriate.

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.

• Work within the Truist risk framework to prioritize relationship management activities with a focus on the client experience and support of the advisor's purpose-driven advice delivery, revenue-generating activities, and client acquisition activities.
• Support administrative fitness efforts through review of relevant reports and ensuring timely updates to book management data (i.e. pipelined reports and referrals)
• Support the sales and retention efforts by scheduling appointments, making follow up telephone calls, and preparing and maintaining client presentation and marketing materials.
• Support Integrated Relationship Management activities through good understanding of offerings, solutions, and referral pathways.
• Triage and delegate client and advisor operational requests related to transfers, withdrawals, and account opening/maintenance to the centralized service team.
• Work closely with the centralized service team to ensure client and advisor requests are fulfilled in a timely manner.
• Demonstrate proficiency in all operational competencies and processes including banking, credit, investments, trust, new client on-boarding/welcome program, client servicing and advisor support.
• Escalate potential at-risk relationships to advisor/regional managing director.
• Serve as the on-site local contact for wealth support advisory org teammates and leadership.
• Maintain positive working relationships with various departments and individuals who are designated to support Wealth support efforts and serve as an effective advocate for Wealth clients with other LOBs.
• Enter and maintain appropriate client records; monitor client transactions and client data for accuracy and timeliness; maintain appropriate documentation of client transactions.
• Respond to client requests for information and assistance within appropriate level of authority.
• Assist the advisors with other administrative functions, prioritizing those actions that enable quality client interactions and support a superior client experience.
• Continually render responsive and professional personal service to Wealth clients.
• Can attend client events/meetings, as needed, with leadership approval.
• Serve as a peer-mentor for WSS I.
• Participate in workstreams, committees and councils as needed.
• Able to provide support for multiple advisors and client relationships in a fast-paced environment.
• Able to work independently and seek guidance as needed.
• Where applicable, demonstrate proficiency in specialty-specific support activities, including servicing a commercial book of business, demonstrate a basic understanding of treasury services and solutions, and identifying specialty-specific process and service/solution delivery gaps.

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.

• Undergraduate degree or 4+ years of banking experience
• Excellent organizational skills with the ability to work on numerous tasks simultaneously.
• Responsive to coaching
• Able to learn independently using training guides, virtual and in-person training sessions, and peer-to-peer training.
• Flexible; able to adapt to change.
• Able to identify and focus on top priorities in a fast-paced environment with multiple priorities.
• Strong understanding of banking, lending, commercial and wealth management solutions.
• Excellent interpersonal and relationship management skills.
• Excellent oral and written communication skills.
• Proficiency in Microsoft Office applications.
• Exemplary customer service and professional etiquette skills.
• Ability to travel, occasionally overnight.

Preferred Qualifications

• 5 years of previous banking or other financial institutional experience
• Strong fiduciary and investment management knowledge
• For specialty support teammates, commercial or specialty-industry experience