Wholesale Payments Dedicated Support Specialist

Wholesale Payments Dedicated Specialist

This senior level position embraces the concept of creating an excellent client experience and delivers a high-quality level of service in a professional work environment. The role sets the tone and expectation for the client relationship through the high quality of the work performed and by demonstrating ownership and accountability. The Wholesale Payments Dedicated Specialist directs and supports the servicing needs for a portfolio of high value Wholesale Payments clients. This requires coordination with internal technical and non-technical partners, expert knowledge of services and processes, and a working knowledge of support software. Specifically, the role is responsible for: being the direct point of contact for an assigned portfolio of clients, case, and Outlook email box management, supporting clients through multiple communication channels, performing research on complex issues, and facilitating resolutions of client issues with appropriate partners. Additionally, this role uses discretion and judgment to assess and represent complex client requests, gather appropriate information, identify suitable solutions, and determine when issues and concerns must be escalated and/or client expectations managed. This role includes leadership functions and assisting management with daily processing activities. Their overarching goal is to provide a best-in-class internal and external client experience, enabling Truist to achieve our vision and improve revenue realization.

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. Provide white glove service to assigned clients by understanding their business, key company contacts, how Treasury Solutions and Deposit services are utilized, preferred communication channels, and desired level of detail and style in responses.

2. Listen, analyze and resolve assigned client inquiries. Respond in a professional, timely, and accurate manner by either resolving immediately or escalating appropriately.

3. Leverage Wholesale Payments knowledge and expertise and utilize the resources available to address and resolve complex level client requests.

4. Generally covers mid- to large-sized or moderately complex clients, accounts, or internal relationships

5. Be the resident subject matter expert on the department's software systems and procedures for the implementation, delivery, and support of Deposit and Treasury products.

6. Routinely assist management in the planning and directing daily processing activities within Client Services to ensure appropriate staffing and production levels are maintained to meet established deadlines.

7. Provide distinctive, secure, and successful client experiences by building strong professional working relationships, anticipating client requests, and protecting client information.

8. Assess requests that are critical and/or beyond the standard resolution process and escalate appropriately to support a timely resolution.

9. Deliver high quality work by adhering to service level agreements. Document all client interactions in an accurate and timely manner via specified case management tool.

10. Routinely uses significant judgement on moderate to complex business issues and exhibits ownership and accountability when resolving with minimal supervision.

11. Support internal teammate inquiries regarding implementation, servicing and fulfillment requests including status updates.

12. Ability to prioritize and manage numerous complex tasks quickly, accurately, and efficiently in a fast-paced environment and under deadline pressure.

13. Utilize expertise, internal and external business resources to resolve issues effectively and maintain deadlines.

14. Provide visibility and transparency to internals regarding request status throughout.

15. Use good judgment to balance internal needs, internal processes, and a variety of other contingencies/considerations.

16. Partner to manage and/or escalate concerns and reduce basic operational, process, and compliance risk.

17. Execute with precision and accountability by following policies and procedures.

18. Participate in client consultations, as necessary, to enhance sales opportunities or address servicing issues.

19. Monitor and manage queues for service requests submitted through various channels, including case management and Outlook mailboxes.

20. Routinely contribute to review, update, and establishment of new procedures.

21. Maintain strong and open partnerships with Sales, Relationship Managers, and other stakeholders to provide mutual feedback on business processes, internal relationships, organizational strengths and opportunities for improvement.

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. Bachelor's Degree in a business-related field or equivalent education and related training.

2. Five years of banking experience, two of which are in a treasury-related role), with 1+ years of in-depth experience with treasury services from a product, sales, technical, or operational perspective.

3. Must be able to work independently and as a team, be well organized, display good time management skills and able to accept multiple time sensitive responsibilities in a sometimes-high pressure environment, maintaining composure and a positive attitude.

4. Excellent written and verbal communication skills supporting a highly professional image with the ability to communicate professionally over the telephone or in person, as well as the ability to write business correspondence as needed.

5. Ability to manage daily activities in a fast-paced, changing environment.

6. Make responsible decisions and use sound judgment when communicating with clients.

7. Strong organizational skills with the ability to provide consistent attention to detail.

8. Ability to interact with integrity and a high level of professionalism with all levels of clients, teammates and management.

9. Knowledgeable of bank operations, risk and controls, and operational risk management methodologies.

10. Proficient in MS Office applications including Word, Excel, and Outlook, and well as proficiency using the Internet.

Preferred Qualifications: 11. Degrees/education in Finance, Accounting, Business, or other related field. 12. Experience with case management tool (such as SalesForce). 13. Project management, consulting or management experience. 14. Risk management experience.