Client Care Center-Consumer Account Security Claims

Regular, full-time position. Fluency in English required. 1st shift.

Responsibilities

• Handle incoming calls for routine and low-complexity inquiries regarding products, procedures, systems, or policies for new and existing clients.
• Utilize available tools and resources to curate a differentiated client experience, track unresolved issues accurately, and ensure timely follow-up and resolution.
• Act as a client advocate to track complaints and feedback regarding Truist, teammates, products, and vendors.
• Deliver exceptional client service and create a differentiating experience while supporting internal and external clients by executing on Truist’s Purpose, Mission, and Values.
• Investigate and resolve client requests directed to the Care Center, branches, and other lines of business, requiring use of one specialty (e.g., business care, card, loan servicing).
• Use a consultative approach to resolve client issues by educating clients about bank products and services.
• Identify and escalate bank errors and regulatory concerns that pose a risk to the bank.
• Inform and educate clients on self-service options through Truist technologies to improve their banking experience.
• Follow established policies, procedures, guidelines, regulations, and laws to protect clients and Truist from unnecessary risk.
• Embrace ongoing personal and professional growth by participating in required and voluntary educational opportunities, business resource group (BRG) activities, and other work-related activities.

Requirements

• High School diploma or equivalent education and related training or experience.
• One year of client servicing work experience (e.g., call center, retail, hospitality, medical).
• Proficiency in computer applications (e.g., Windows, Microsoft Office), technical skills, interpersonal abilities, problem-solving skills, and ability to work efficiently across multiple platforms.
• Proficiency in written and verbal communications (including grammar and spelling).
• Meets regulatory requirements for the position, including qualification standards imposed by the Loan Originator Compensation rule of the Truth in Lending Act.

Preferred Qualifications

• Prior experience working in a call center or high-volume, fast-paced work environment.
• Prior experience in a client-facing role.
• Background in supported departments and/or products.

Benefits

• 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.
• Eligibility for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan, depending on the position and division.