Client Care Center-Agent Assist

Truist Bank•Charlotte, NC

About The Position

Responsible for handling incoming calls about routine and highly complex inquiries regarding 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 act as client advocates by tracking complaints and feedback concerning Truist, its teammates, products, and vendors. The role investigates complex client requests involving the Care Center, branches, and other lines of business; resolves escalated teammate questions and complex bank operational problems; manages risk items and procedures; identifies and corrects bank errors; and escalates regulatory concerns. It uses a consultative approach to educate clients about products, services, and self-service options, and to identify banking solutions suited to expressed and unexpressed needs. The position also communicates with clients, teammates, and third parties through appropriate channels to resolve issues and complaints, while following applicable policies, procedures, regulations, and laws. The Care Advisor delivers exceptional service to internal and external clients and supports ongoing personal and professional development through training and other work-related opportunities. The position requires maintaining specialized knowledge of applicable compliance regulations, bank products, policies, procedures, and business-unit strategies.

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 the ability to work efficiently across multiple platforms.
Excellent written and verbal communication skills, including grammar and spelling.
Strong attention to detail and ability to process information with a high degree of accuracy.
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, demonstrate genuine concern for client complaints, and work diligently to find solutions.
English language fluency is required.

Nice To Haves

Prior experience 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 requests from clients, the Care Center, branches, and other lines of business, using multiple specialties as needed.
Resolve escalated teammate questions 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 bank losses.
Educate clients about bank products and services, identify expressed and unexpressed needs, and uncover appropriate banking solutions.
Communicate with internal and external clients and third parties by telephone, email, messaging, or other appropriate channels to resolve issues and complaints.
Use negotiation and problem-solving skills to facilitate appropriate complaint resolution.
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 policies, procedures, guidelines, regulations, and laws to protect clients and Truist from unnecessary risk.
Deliver exceptional client service and a differentiated client experience in support of Truist’s purpose, mission, and values.
Participate in required and voluntary educational opportunities, business resource group activities, and other work-related development activities.
Maintain current specialized knowledge of compliance regulations, bank products, policies, procedures, and business-unit strategies by completing applicable training.
Accurately track unresolved issues and ensure timely follow-up and resolution.
Track client complaints and feedback regarding Truist, its teammates, products, and vendors.

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 by hire date and full-time or part-time status
10 sick days, prorated
Paid holidays
Depending on the position and division, eligibility for a defined benefit pension plan, restricted stock units, and/or a deferred compensation plan