Client Solutions Specialist I

Truist Bank • Lumberton, NC

7d

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 being transparent, positive, and treating clients as the organization expects to be treated. The role involves managing account communications and collection activity, negotiating payment arrangements, documenting work, processing transactions, and meeting performance, compliance, and quality expectations.

The regular working schedule is Monday through Thursday, 12 p.m. to 9 p.m., and Friday, 9 a.m. to 6 p.m. The position is regular, and the description states that employees must be able to work a flexible schedule, including 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 goals for calls, contact percentage, promises-to-calls ratio, and promises kept.
• Offer clients 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 details with professionalism and integrity while meeting compliance and quality expectations.
• Work assigned accounts thoroughly according to established procedures, including contact attempts and required letters.
• Document collection efforts and relevant system codes for each assigned account in the system of record, following established policies and procedures.
• Follow established call scripts from training, policies, procedures, and guidelines.
• Achieve acceptable call-monitoring scores in each call category.
• Communicate regularly with Client Default Leaders about repossessions, potential loss, inquiries, complaints, and calls requiring special handling.
• Accurately process payments, transactions, and workflows.
• Complete required Computer Based Training courses accurately and on time.

Benefits

• Medical, dental, and vision insurance.
• Life insurance and disability coverage.
• 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