Care Center-Client First Solutions

Client First Solutions Advisor

A TCC Client First Solutions Advisor is passionate about the client's experience, conveys genuine compassion, empathy and respect for clients and teammates, is results driven, enthusiastic, and creative. Client First Solutions Advisor is empowered to solve problems accurately so that clients have an effortless experience that results in first call resolution. This vital position utilizes a variety of software tools to navigate client accounts, research and communicate effective solutions while adhering to bank policies and procedures. The teammate will remain familiar with standard concepts, practices, procedures, and systems within the assigned functional areas. Teammates will be expected to interact with frontline and back-office teammates, Operations, Function and Process owners, TCC Management teams as well as Senior and Executive leaders for their assigned functional areas, as part of their normal duties. The Client First Solutions Advisor provides direction and oversight to peers for more complex research issues. The teammate continually evaluates and analyzes processes to provide feedback for enhancements and to assist with driving towards client distinction and the dissolution of recurring complaint trends regarding systems, products and services.

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.

• 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).
• Resolve escalated calls from teammates with questions regarding procedures, systems or policies.
• Resolve highly complex bank operational problems within guidelines and policies.
• Manage and maintain RISK items and procedures to stay within compliance to prevent loss to the bank. This does include a higher level of operational authority for CFS only empowerments.
• 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.
• Deliver care through exceptional client service and create a differentiating client experience while providing support to internal and external clients by executing on the Truist Purpose, Mission and Values.
• Assist in the identification of revenue blockers and in the simplification, centralization and/or elimination of processes directly affecting revenues.
• Identify and correct bank errors and escalate regulatory concerns that pose a risk to the bank.
• Provide full resolution to highly escalated client complaints for various supported business units in a professional and empathetic manner while ensuring regulatory compliance and operational accuracy.
• 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.
• Take a leadership role in resolution and response of complex complaint scenarios when resolution requires additional coordination and research between business units.
• Works independently with minimum manager oversight.
• Assist direct manager by providing support to peers across all lines of business. Serve as a mentor and client service advocate.

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.

• Associate degree, or equivalent education and related training or experience.
• Two years of high level of performance/achievement in client contact center or bank operations.
• Proficiency in computer applications (e.g. Windows, Microsoft Office), technical skills, interpersonal abilities, problem-solving skills and ability to work efficiently across multiple platforms.
• Excellent verbal and written communication skills.
• Demonstrate proficiency in attention to detail with the ability to process information with a high degree of accuracy.
• Strong leadership qualities and excellent interpersonal skills.
• Creative thinker and problem solver.
• Ability to maintain composure and professionalism in highly emotional situations.
• Ability to develop and maintain excellent client relations and display genuine concern for client complaints while working with dedication towards finding solutions.

Preferred Qualifications:

• Prior experience working in a call center or high volume/fast-paced work environment.
• Background in supported department/product.
• 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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