Care Center Team Manager-Agent Assist

Truist Bank•Charlotte, NC

About The Position

Foster an environment that delivers care through exceptional client service by providing day-to-day leadership and motivation to drive care center teammate performance, optimize revenue and value generation, meet client service needs, and ensure operational excellence. Directly manage and support the development of client servicing and support capacity teammates. Use monitoring and coaching tools to ensure performance standards are achieved while fostering teammate development and retention. Lead with Truist’s Purpose, Mission, and Values to create a differentiating client experience. Coach teammates to provide quality service for clients’ immediate needs and future solutions. Advocate for teammates and clients by connecting clients, subject matter experts, operations, complaints, and technical teams to improve procedures, policies, and systems. Manage teammate performance and development, time tracking, corrective action, and termination, applying equal accountability. Investigate issues and provide recommendations and actionable insights to the Care Center Manager. Use coaching and observation to correct procedural errors and escalate risks. Follow established policies, procedures, guidelines, regulations, and laws, and participate in personal and professional development opportunities.

Requirements

Associate degree, or equivalent education and related training or experience.
Three years of client contact center experience, or three years of combined leadership experience in a supervisory or escalation support role.
Thorough knowledge of branch and/or contact center procedures and policies.
Proficiency in computer applications such as Windows, Microsoft Office, and Excel; technical skills; interpersonal abilities; problem-solving skills; and ability to work efficiently across multiple platforms.
Proficiency in written and verbal communication, including grammar and spelling.
Must satisfy regulatory requirements for the position, including qualification standards imposed by the Loan Originator Compensation rule of the Truth in Lending Act.

Nice To Haves

Mastery of all required minimum skills, including completion of skills-based care center training for the assigned team.
Experience leading, coaching, and developing a team to identify and offer products or solutions that meet client needs.
Five years of contact center leadership experience.
Bachelor’s degree.

Responsibilities

Lead with Truist’s Purpose, Mission, and Values to deliver exceptional client service and a differentiating client experience.
Coach and develop teammates to provide quality service addressing clients’ immediate needs and future solutions.
Act as a teammate and client advocate, coordinating with clients, subject matter experts, operations, complaints, and technical teams to improve procedures, policies, and systems.
Manage teammates’ performance and development, time tracking, corrective action, and termination while ensuring equal accountability.
Investigate issues and provide recommendations and actionable insights to the Care Center Manager.
Identify and correct procedural errors through coaching and observation, and escalate concerns that pose risk to the bank.
Follow established policies, procedures, guidelines, regulations, and laws to protect clients and Truist from unnecessary risk.
Participate in required and voluntary educational opportunities, business resource group activities, and other work-related development activities.

Benefits

Medical insurance
Dental insurance
Vision insurance
Life insurance
Disability insurance
Accidental death and dismemberment coverage
Tax-preferred savings accounts
401(k) plan
At least 10 days of vacation during the first year, prorated based on hire date and full-time or part-time status
10 sick days, prorated
Paid holidays
May be eligible for a defined benefit pension plan, restricted stock units, and/or a deferred compensation plan, depending on position and division