Client Solutions Specialist I

Truist Bank • Lumberton, NC

2d

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 includes meeting collection performance expectations, offering cure plans and negotiating payment arrangements, communicating account information accurately, documenting collection efforts, processing transactions, and complying with quality and regulatory requirements. The position works Monday through Thursday from 12:00 p.m. to 9:00 p.m. and Friday from 9:00 a.m. to 6:00 p.m.; overtime may be available and flexible scheduling, including overtime as needed, is required.

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.

Responsibilities

• Meet collection performance expectations for assigned accounts, including goals such as calls per day, contact percentage, promises-to-calls ratio, and promises kept.
• Offer clients cure plans and negotiate payment arrangements based on their ability and willingness to pay, following applicable policies, procedures, guidelines, and training.
• Accurately and professionally disclose relevant account information to clients.
• Manage client communications and provide accurate account details while meeting compliance, quality, and professionalism 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.
• Follow call scripts established 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, potential 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