Client Advocacy Partner Support Research Specialist

Truist Bank•Greensboro, NC

13d

About The Position

A Client Advocacy Partner Support Research Specialist is passionate about the client's experience, conveys genuine compassion, empathy and respect for clients and teammates, is results driven, enthusiastic and creative. A Client Advocacy Partner Support Research Specialist is empowered to solve problems accurately so that clients have an effortless experience that results in first call resolution. This vital position has an impact on millions of clients annually and utilizes a variety of software tools to navigate client accounts, research and communicate effective solutions while adhering to bank policies and procedures. The teammate will remain familiar with standard concepts, practices, procedures and systems within the assigned functional areas. Teammates will be expected to interact with frontline and back-office teammates, Operations, Function and Process owners, Client Advocacy Management teams as well as Senior and Executive Leaders for their assigned functional areas, as part of their normal duties. The Client Advocacy Partner Support Research Specialist will 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. The teammate will provide resolution in a professional and respectful way to ensure regulatory compliance and operational accuracy. The teammate ensures the delivery of exceptional client experience with clients both internally and externally. The teammate ensures that regulatory and reputational risk are minimized by ensuring prompt and accurate responses to complaints received from clients. They follow up on escalations received through the Voice of the Client survey program. The Client Advocacy Partner Support Research Specialist continually evaluates and analyzes 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. Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

Requirements

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 appropriately prioritize and organize tasks to meet deadlines
Ability to multi-task in a high volume fast-paced environment
Strong decision-making skills
Effective listening skills
Excellent verbal and written communication skills
Demonstrated proficiency in attention to detail with the ability to process information with a high degree of accuracy
Strong leadership qualities and excellent interpersonal skills
Creative thinker and problem solver
Bright, articulate and detailed oriented
Action oriented and self-disciplined
Ability to maintain composure and professionalism in highly emotional situations
Ability to develop and maintain excellent client relations and display genuine concern for client complaints while working with dedication towards finding solutions
Operational experience to support collaboration with other business units who manage complaint handling
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
Ability to speak fluent English language
Ability to function effectively on a team with an off-site manager

Nice To Haves

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 Spanish language

Responsibilities

Deliver exceptional client service and a distinctive client experience when providing support to internal and external clients by successfully executing on Truist Purpose, Mission and Values.
Handle escalated research from Client Advocacy Escalation Solutions Specialists, Contact Center teammates, Community Bank, Branch Helpline or Executive Leadership within established timeframes.
Support client inquiries regarding Health Savings accounts.
Support email escalations through company platforms such as Live Engage.
Research and report Elder Abuse Cases submitted from the Contact Center.
Complete contingency callbacks for Contact Center escalations.
Review, research and accurately respond to letters submitted to the Client Advocacy Partner Support mailing address or other Business Units within the bank that are supported by the Client Advocacy Partner Support Research team.
Perform research of escalated issues pertaining to losses within the Contact Center and provide feedback to senior leadership.
Accurately document coaching opportunities uncovered during research and ensure all feedback is provided to management for follow-up and corrective action, if necessary, in a timely manner.
Ensure timely review and responses to feedback from clients participating in the Voice of the Client survey program.
Provide support for credit card product and related issues.
Accurately address all client questions and concerns with an emphasis on minimal client effort.
Ensure the security of client information by performing appropriately defined client authentication for each call received. Assist with minimizing bank losses by ensuring procedures are properly communicated as outlined in the procedural documents.
Ensure each complaint is logged with detailed explanation of the issue and the resolution in various databases for tracking, trending, and coaching purposes.
Resolve moderately complex bank operational problems within guidelines and policies. Investigate and provide resolution to clients' basic to moderately complex requests to Contact Center, branches and other Business Units.
Maintain required performance standards and expectations (e.g. quality, attendance, promptness).
Embrace ongoing personal and professional growth and development by participating in required and voluntary educational opportunities.
Assist in the identification of revenue blockers and in the simplification, centralization and/or elimination of processes directly affecting revenues.
Identify and correct bank errors and escalate regulatory concerns that pose a risk to the bank.
Communicate with internal and external clients and third-parties via telephone, email or other appropriate channels in order to facilitate resolution of the issue. Effectively employ negotiation and problem solving skills to facilitate the appropriate resolution of complaints.
Utilize a consultative approach to resolve client issues through educating the clients of bank products and services.
Utilize resources to resolve complex issues while working independently with minimum Client Advocacy Partner Support Management oversight.
Maintain a thorough working knowledge of all Contact Centers, branch, compliance and system related policies/procedures, on-line screens, and processing flows.

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.
Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan.
As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

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