Client Solutions Specialist I

Truist Bank • Lumberton, NC

3d

About The Position

Collect delinquent accounts according to agreed-upon collection strategies while adhering to collection policies, procedures, and guidelines. Provide exceptional client service by communicating transparently and positively and treating clients with respect. The role manages assigned accounts, discusses account details, negotiates payment arrangements, documents collection activity, processes transactions, and follows required compliance, quality, and training standards. Specific activities may change from time to time, and other major or minor duties may be assigned.

The working schedule is Monday through Thursday, 12:00 p.m. to 9:00 p.m., and Friday, 9:00 a.m. to 6:00 p.m. Overtime may be an option, and the position requires flexibility to work overtime as needed.

Requirements

• High school diploma or equivalent education and related training or experience.
• Strong verbal and written communication skills.
• Basic computer skills.
• Ability to perform in a fast-paced, highly dynamic environment.
• Ability to work a flexible schedule, including overtime as needed.

Nice To Haves

• Previous client service, collections, or sales experience.
• Bilingual ability.

Responsibilities

• Meet collection performance expectations for assigned accounts, including individual goals such as calls per day, contact percentage, promises-to-calls ratio, and promises kept.
• Provide clients with cure plans and negotiate payment arrangements, evaluating their ability and willingness to pay in accordance with policies, procedures, guidelines, and training.
• Accurately and professionally disclose relevant account information to clients.
• Manage client communications and provide accurate account information with professionalism and integrity while meeting compliance and quality expectations.
• Work accounts thoroughly according to established procedures, including contact attempts and required letters.
• Document collection efforts for each assigned account in the system of record in accordance with established policies and procedures, including relevant system codes where applicable.
• Follow call scripts provided in training and documented in policies, procedures, and guidelines.
• Achieve acceptable call-monitoring scores in each call category.
• Communicate regularly with Client Default Leaders about repossessions, potential losses, inquiries, complaints, and other calls requiring special handling.
• Accurately process payments, transactions, and workflows.
• Complete required Computer Based Training courses accurately and on time.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• 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
• The position may also be eligible for a defined benefit pension plan, restricted stock units, and/or a deferred compensation plan, depending on position and division

What This Job Offers

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