Care Center-Client First Solutions

Regular, full-time position. Fluency in English required. 1st shift (United States of America).

About the role

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. This role is empowered to solve problems accurately so that clients have an effortless experience that results in first call resolution. The teammate will utilize 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 and interact with frontline and back-office teammates, Operations, Function and Process owners, TCC Management teams, as well as Senior and Executive leaders. The Client First Solutions Advisor provides direction and oversight to peers for more complex research issues and continually evaluates processes to provide feedback for enhancements and assist with driving towards client distinction.

Responsibilities

• 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, including 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 to facilitate resolution of issues.
• Employ negotiation and problem-solving skills to facilitate the appropriate resolution of complaints.
• Deliver 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 by completing all applicable training.
• Take a leadership role in the resolution and response of complex complaint scenarios requiring additional coordination and research between business units.
• Work independently with minimal manager oversight.
• Assist direct manager by providing support to peers across all lines of business.
• Serve as a mentor and client service advocate.

Requirements

• Associate degree or equivalent education and related training or experience.
• Two years of high-level 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.
• Demonstrated 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.

Benefits

All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits. Truist offers:

• Medical, dental, and vision insurance.
• Life insurance, disability, and accidental death and dismemberment coverage.
• Tax-preferred savings accounts and a 401k plan.
• No less than 10 days of vacation (prorated based on date of hire and full-time/part-time status) during the first year of employment, along with 10 sick days and paid holidays.
• Depending on the position and division, eligibility for a defined benefit pension plan, restricted stock units, and/or a deferred compensation plan.