Client Care Center-Agent Assist

Truist•Charlotte, NC

About The Position

Responsible for handling incoming calls about routine and highly complex inquiries concerning products, procedures, systems, and policies for new and existing clients. The role also responds to secure and non-secure inquiries from prospects and Truist clients through a messaging platform. Care Advisors use available tools and resources to provide a differentiated client experience, accurately track unresolved issues, and ensure timely follow-up and resolution. They advocate for clients by tracking complaints and feedback regarding Truist, its teammates, products, and vendors.

Requirements

Associate degree, or equivalent education and related training or experience.
Two years of high-level performance or achievement in a client contact center or bank operations.
Proficiency with computer applications such as Windows and Microsoft Office, technical skills, interpersonal abilities, problem-solving skills, and working efficiently across multiple platforms.
Excellent written and verbal communication skills, including grammar and spelling.
Strong attention to detail and ability to process information accurately.
Strong leadership qualities and excellent interpersonal skills.
Creative thinking and problem-solving ability.
Ability to maintain composure and professionalism in highly emotional situations.
Ability to develop and maintain excellent client relations, show genuine concern for client complaints, and work diligently toward solutions.
English language fluency.

Nice To Haves

Prior experience working in a call center or high-volume, fast-paced work environment.
Background in the supported department or product.
Prior experience in a Truist client-facing role.

Responsibilities

Investigate and resolve highly complex client requests involving the Care Center, branches, and other lines of business, sometimes requiring multiple specialties.
Resolve escalated teammate calls about procedures, systems, or policies.
Resolve highly complex bank operational problems within established guidelines and policies.
Manage and maintain RISK items and procedures to support compliance and prevent loss to the bank.
Use a consultative approach to resolve client issues by educating clients about bank products and services and identifying solutions for expressed and unexpressed needs.
Communicate with internal and external clients and third parties through telephone, email, or other appropriate channels to facilitate issue resolution; use negotiation and problem-solving skills to resolve complaints.
Assist in identifying revenue blockers and simplifying, centralizing, or eliminating processes that directly affect revenues.
Identify and correct bank errors and escalate regulatory concerns that pose a risk to the bank.
Inform and educate clients about self-service options available through Truist technologies.
Follow established policies, procedures, guidelines, regulations, and laws to protect clients and Truist from unnecessary risk.
Deliver exceptional client service and support internal and external clients in alignment with Truist's Purpose, Mission, and Values.
Pursue personal and professional growth through required and voluntary educational opportunities, business resource group activities, and other work-related activities.
Maintain current specialized knowledge of compliance regulations, bank products, policies, procedures, and business unit strategies by completing applicable training.

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
Depending on position and division, eligibility for a defined benefit pension plan, restricted stock units, and/or deferred compensation plan