Client Solutions Specialist I

Truist Bank • Charleston, WV

5d

About The Position

Collect delinquent accounts according to agreed-upon collection strategies while adhering to all collection policies, procedures, and guidelines. Provide exceptional client service by being transparent, positive, and treating clients the way Truist wants to be treated. The role involves working assigned accounts, negotiating payment arrangements, communicating account information accurately and professionally, documenting collection efforts, processing transactions, and meeting collection and call-quality expectations.

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

• Achieve collection performance expectations for assigned accounts based on individual goals and objectives, such as minimum calls per day, contact percentage, promises-to-calls ratio, and promises kept.
• Provide clients with cure plans and negotiate payment arrangements to cure delinquency, evaluating ability and willingness to pay in accordance with policies, procedures, guidelines, and training.
• Disclose relevant account information to clients accurately, professionally, and positively.
• Manage client communications and provide accurate account details 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 in the system of record for each assigned account according to established policies, procedures, and guidelines, including relevant system codes where applicable.
• Follow call scripts documented in training, 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
• 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 deferred compensation plan

What This Job Offers

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