Client Solutions Specialist II-Business Loans

Truist Bank • Richmond, VA

1d • Onsite

About The Position

The Client Solutions Specialist II-Business Loans position is responsible for collecting delinquent accounts according to agreed-upon strategies while adhering to all collection policies, procedures, and guidelines. The role also involves providing exceptional client service by being transparent, positive, and treating customers with respect. Key responsibilities include achieving performance expectations for collection efforts, providing clients with cure plans and negotiating payment arrangements, disclosing relevant account information accurately and professionally, managing client communications with integrity, working accounts thoroughly according to established procedures, assisting less experienced teammates, documenting all collection efforts, executing call scripts, achieving acceptable call monitoring scores, communicating with Client Default Leaders regarding repossessions and other issues, processing payments and transactions, and completing required training.

Requirements

• High school diploma or equivalent education and related training or experience
• One to two years of collections experience
• Consistently exceed production performance of peer group on goals established for Client Solution Specialist I
• Strong understanding of systems and products across Client Default Solutions
• Strong verbal and written communication skills
• Basic computer skills
• Ability to work flexible schedule, including overtime as needed.
• Strong understanding of all regulatory requirements surrounding collections

Nice To Haves

• Bilingual
• Previous lending or call center experience

Responsibilities

• Achieve performance expectations for collection efforts for assigned accounts based upon individual goals and objectives, e.g., a minimum calls per day, contact percentage, promises/calls ratio, promises kept.
• Provide Clients cure plans and negotiate payment arrangements to cure delinquency, evaluating ability and willingness to pay and accordance with all policies, procedures, guidelines, and training.
• Disclose all relevant account information to customers accurately, professionally, and in a positive manner.
• Manage client communications and provide accurate account detail and information with a high level of professionalism and integrity, while following all required compliance and quality expectations.
• Work accounts thoroughly according to established procedures (including contact attempts, required letters, etc.)
• Assist less experienced teammates with more difficult collection accounts and client calls.
• Document all collection efforts in the system of record for each assigned account in accordance with established policies, procedures, and guidelines, which may include relevant system codes.
• Execute on the established call scripts documented in training, policies, procedures, and guidelines.
• Achieve acceptable call monitoring scores in each call category. Provide clients with cure plans options as well loan modifications when appropriate according to policy procedure, and guidelines.
• Communicate regularly with the Client Default Leaders pertaining to repossessions, potential loss, inquires, complaints, and other calls that require special handling.
• Accurately process payments, transactions, and workflows.
• Complete all required Computer Based Training (CBT) courses accurately and timely.

Benefits

• medical
• dental
• vision
• life insurance
• disability
• accidental death and dismemberment
• tax-preferred savings accounts
• 401k plan
• 10 days of vacation
• 10 sick days
• paid holidays
• defined benefit pension plan
• restricted stock units
• deferred compensation plan

What This Job Offers

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