Wholesale Payments Client Support Specialist

Job Title

This role provides ongoing support to internal teammates and external commercial clients for all Wholesale Payments products and services under moderate supervision. Ensure telephone and email guidance and assistance is given to maximize efficiency and utilize all available resources in achieving desired results and expectations. The role is responsible for one or more of the following: client service or support related to Wholesale Payments requests, response to and resolution of general technical issues, research of general service issues. Additionally, the specialist is responsible for ensuring metrics and key indicators that measure performance and monitor risk are met or exceeded, procedures are understood and followed, and identifying efficiencies to streamline internal processes and to improve service outcomes.

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. Research and respond to all internal/external client inquiries through appropriate channels in a high quality, timely and efficient manner while providing accurate information or appropriate guidance and works under direct supervision.

2. Adhere to department standards documenting all client interactions in an accurate and timely manner via appropriate workflow systems.

3. Identify opportunities to engage internal teammates to provide value-added solutions to our clients.

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

5. Maintain a basic working knowledge of Wholesale Payments Services/Products while participating in trainings to stay proficient including product knowledge, systems, processes, procedures, and guidelines.

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

7. Identify and communicate recommendations with management and training personnel to ensure efficiency of new releases and/or system enhancements as they pertain to supporting the client as well as teammates.

8. Works with other teammates and/or teams to resolve least complex client requests and issues by submitting cases/tickets and escalate to management if needed.

9. Maintain a high degree of quality in all work efforts as defined by service standards and service level agreements.

10. Identify areas of self-improvement to enhance quality and productivity and take appropriate actions to increase work performance.

11. Maintain quality client experiences through phone and email interactions executing the attributes and behaviors as designated for Truist.

12. Communicate and escalate concerns, risks, or gaps as soon as possible to the appropriate parties to control and mitigate risks in a manner consistent with Truist's risk standards.

13. Adhere to authentication procedures consistent with Wholesale Payments Client Authentication standards for all incoming requests from client (external) and teammates (internal).

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

15. 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.

16. Exhibit ownership and accountability when resolving issues which may require guidance.

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

18. May be asked to contribute to review, update, and establishment of new procedures.

19. Maintain transactional partnerships with Sales, Relationship Managers, and other stakeholders to provide mutual feedback on business processes and opportunities for improvement.

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. High school diploma or equivalent.

2. Two years of banking experience, preferred call center or equivalent phone-related experience.

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

4. Excellent written and oral communication skills that support a highly professional image with the ability to write business correspondence and communicate professionally over the telephone.

5. Ability to adapt to and function in a changing environment.

6. Must be able to make responsible decisions and use sound judgment when communicating with our clients.

7. Ability to manage daily activities with a moderate degree of supervision.

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

9. Bachelor's degree or equivalent education and related training.

10. Two years of call center experience, or equivalent phone-related experience.

11. Experience with case management tool (such as SalesForce).

12. Project management, consulting or management experience.

13. Risk management experience.

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.