Client Care Servicing Specialist- Premier Care

Truist Bank • Cookeville, TN

13d

About The Position

Responsible for incoming calls from Premier eligible and enrolled clients. Address both routine and complex issues regarding products, procedures, systems, or policies that require an elevated level of empowerment to deliver first call resolution. Take ownership of each call, ensuring that clients receive the highest level of service and support. Serve as the primary point of contact for the Consumer & Small Business Banking branches, regional and internal support departments regarding branch/compliance/system policies by providing comprehensive service and internal operational support. Committed to utilizing all available tools and resources to create a differentiated client experience. Track all unresolved issues accurately to ensure timely follow up and resolution. Premier Client and Branch Advisors serve as client advocates, tracking client complaints and feedback regarding Truist, our teammates, products, and vendors.

Requirements

• High School diploma, or equivalent education and related training or experience
• 1-2 years' experience working directly with customers/clients in a servicing capacity, either in retail, banking or call center or other servicing industries.
• Proficiency in computer applications (e.g., Windows, Microsoft Office), technical skills, interpersonal abilities, problem-solving skills, and ability to work efficiently across multiple platforms.
• Proficiency in written and verbal communications (including grammar and spelling)
• Ability to adapt to change and work in a fast-paced environment.

Nice To Haves

• College degree
• Prior experience working in a call center or high volume/fast-paced work environment.
• Background in supported departments and/or products

Responsibilities

• 1st Level Escalation POC for TCC & Branch Teammates that require operational authority limits, with empowerment to approve transactions up to $10,000.
• Deliver care through exceptional client service and distinctive client experiences while providing support to both internal and external clients by executing on the Truist Purpose, Mission and Values.
• Research and resolve client requests to Care Center, branches and other lines of business that require the application of multiple specialties (e.g., business care, card, loan servicing).
• Implement a consultative approach to address client concerns by educating clients on bank products and services. Identify opportunities for banking solutions to fulfill both expressed and unexpressed client needs.
• Educate and inform clients about self-service options available through various technologies to enhance their personal banking experience.
• Adhere to all established policies, procedures, guidelines, regulations, and laws to safeguard both clients and Truist from unnecessary risk.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees