Client Care Center-Small Business Care

Truist Bank • Cookeville, TN

2d

About The Position

Responsible for handling incoming calls about routine and low-complexity inquiries concerning products, procedures, systems, or policies for new and existing clients. The role uses available tools and resources to provide a differentiated client experience, accurately track unresolved issues, and ensure timely follow-up and resolution. Servicing specialists advocate for clients by tracking complaints and feedback regarding Truist, its teammates, products, and vendors.

The position delivers exceptional service to internal and external clients; investigates and resolves client requests involving a specialty such as business care, card, or loan servicing; and takes a consultative approach by educating clients about bank products and services. It also involves identifying and escalating bank errors and regulatory concerns, informing clients about self-service options through Truist technologies, following applicable policies and regulations, and participating in ongoing professional development.

Requirements

• High school diploma, equivalent education, or related training or experience.
• At least one year of client servicing work experience, such as in a call center, retail, hospitality, or medical setting.
• Proficiency with computer applications such as Windows and Microsoft Office, technical skills, interpersonal abilities, problem-solving, and working efficiently across multiple platforms.
• Proficiency in written and verbal communications, including grammar and spelling.
• Meet regulatory requirements for the position, including qualification standards imposed by the Loan Originator Compensation rule of the Truth in Lending Act.

Nice To Haves

• Prior experience working in a call center or high-volume, fast-paced work environment.
• Prior experience in a client-facing role.
• Background in supported departments and/or products.

Responsibilities

• Deliver exceptional client service and create a differentiating client experience for internal and external clients.
• Investigate and resolve client requests directed to the Care Center, branches, and other lines of business, using a specialty such as business care, card, or loan servicing.
• Use a consultative approach to resolve client issues and educate clients about bank products and services.
• Identify and escalate bank errors and regulatory concerns that may 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.
• Participate in required and voluntary educational opportunities, business resource group activities, and other work-related development activities.
• Track unresolved issues, client complaints, and feedback, and ensure timely follow-up and resolution.

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 a deferred compensation plan

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED