Wholesale Payments Client Support Specialist

About the role

This role provides ongoing support to internal teammates and external commercial clients for all Wholesale Payments products and services under moderate supervision. The role is responsible for client service or support related to Wholesale Payments requests, response to and resolution of general technical issues, and research of general service issues.

Responsibilities

Ensure telephone and email guidance and assistance is given to maximize efficiency and utilize all available resources in achieving desired results and expectations. 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.

• 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.
• Adhere to department standards documenting all client interactions in an accurate and timely manner via appropriate workflow systems.
• Identify opportunities to engage internal teammates to provide value-added solutions to our clients.
• Listen, analyze, and resolve assigned client inquiries.
• Maintain a basic working knowledge of Wholesale Payments Services/Products while participating in trainings to stay proficient.
• Provide distinctive, secure, and successful client experiences by building strong professional working relationships, anticipating client requests, and protecting client information.

Requirements

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.

• High school diploma or equivalent.
• Two years of banking experience, preferred call center or equivalent phone-related experience.
• Must be able to work independently, be well organized, versatile, and display good time management skills in a sometimes-high pressure environment.
• Excellent written and oral communication skills that support a highly professional image.
• Ability to adapt to and function in a changing environment.
• Must be able to make responsible decisions and use sound judgment when communicating with our clients.
• Proficient in MS Office applications including Word, Excel, and Outlook, and well as proficiency using the Internet.

Preferred Qualifications

• Bachelor’s degree or equivalent education and related training.
• Two years of call center experience, or equivalent phone-related experience.
• Experience with case management tool (such as SalesForce).
• Project management, consulting or management experience.
• Risk management experience.

Benefits

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.

Pay and Schedule

Regular position, 1st shift (United States of America), with language fluency in English required.