Client Care Center-Small Business Care

Truist Bank • Orlando, FL

2d

About The Position

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

The position delivers client service and investigates and resolves requests received by the Care Center, branches, and other lines of business, using expertise in a specialty such as business care, card, or loan servicing. It uses a consultative approach to educate clients about bank products and services, explains self-service options through Truist technologies, and identifies and escalates bank errors or regulatory concerns that may pose risk. The role follows applicable policies, procedures, guidelines, regulations, and laws, and participates in ongoing professional development and other work-related activities.

Requirements

• High school diploma, or equivalent education and 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 skills, and the ability to work efficiently across multiple platforms.
• Proficiency in written and verbal communication, 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 care and create a differentiating client experience for internal and external clients while supporting Truist’s Purpose, Mission, and Values.
• Investigate and resolve client requests to the Care Center, branches, and other lines of business, using knowledge of a specialty such as business care, card, or loan servicing.
• Resolve client issues using a consultative approach 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 activities to support personal and professional growth.
• Track unresolved issues and client complaints and feedback, and help 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 during the first year, 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