Wholesale Payments Dedicated Support Specialist

About the role

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.

Responsibilities

• Be the direct point of contact for an assigned portfolio of clients
• Manage case and Outlook email box
• Support clients through multiple communication channels
• Perform research on complex issues and facilitate resolutions of client issues with appropriate partners
• Use 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
• Provide white glove service to assigned clients by understanding their business, key company contacts, and preferred communication channels
• Listen, analyze and resolve assigned client inquiries in a professional, timely, and accurate manner
• Leverage Wholesale Payments knowledge and expertise to address and resolve complex level client requests
• Assist management in the planning and directing daily processing activities within Client Services
• Document all client interactions in an accurate and timely manner via specified case management tool
• Prioritize and manage numerous complex tasks quickly, accurately, and efficiently in a fast-paced environment and under deadline pressure
• Partner to manage and/or escalate concerns and reduce basic operational, process, and compliance risk
• Execute with precision and accountability by following policies and procedures

Requirements

• Bachelor’s Degree in a business-related field or equivalent education and related training
• Five years of banking experience, two of which are in a treasury-related role
• 1+ years of in-depth experience with treasury services from a product, sales, technical, or operational perspective
• Ability 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
• Excellent written and verbal communication skills supporting a highly professional image
• Strong organizational skills with the ability to provide consistent attention to detail
• Knowledgeable of bank operations, risk and controls, and operational risk management methodologies
• Proficient in MS Office applications including Word, Excel, and Outlook, and well as proficiency using the Internet

Preferred Qualifications

• Degree in Finance, Accounting, Business, or other related field
• Experience with case management tool (such as SalesForce)
• Project management, consulting or management experience
• Risk management experience

Benefits

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, 10 sick days, and paid holidays.