Truist Financial Corporation is looking to solve the problem of providing exceptional client experience and resolving client complaints in a professional and respectful manner, while ensuring regulatory compliance and operational accuracy.
Requirements
- Demonstrated proficiency in basic computer applications, such as Microsoft Office software products
- Ability to quickly learn/acquire all necessary platform applications required to perform the job
- Skilled in multiple areas (e.g., Care, Digital, Loans, Fraud, Business Care, Credit Card, Business Credit Card, etc.)
- Three years of experience in retail lending-related role in the financial services industry
- Ability to speak fluent English language
- Ability to speak fluent Spanish language
- Operational experience to support collaboration with other business units who manage complaint handling
Responsibilities
- Provide comprehensive service for client escalations which are elevated from Client Advocacy Escalation and Solutions Specialists, Contact Center teammates, Community Bank, Branch Helpline or on behalf of the Executive Leadership
- Provide resolution in a professional and respectful way to ensure regulatory compliance and operational accuracy
- Ensure the delivery of exceptional client experience with clients both internally and externally
- Follow up on escalations received through the Voice of the Client survey program
- Continually evaluate and analyze processes to provide feedback for enhancements and to assist with driving towards client distinction and the dissolution of recurring complaint trends regarding systems, products and services
- Utilize a variety of software tools to navigate client accounts, research and communicate effective solutions while adhering to bank policies and procedures
- Remain familiar with standard concepts, practices, procedures and systems within the assigned functional areas
Other
- Associates Degree, or equivalent education and related training
- One year of experience as a Client Advocacy Escalations & Solutions Specialist or two years of Contact Center Care Specialist experience with demonstrated high quality job performance
- Excellent client service skills
- Consistent success in effective problem resolution
- Ability to maintain composure and professionalism in highly emotional situations
