SHF Client Solutions Specialist II

Truist Bank • Winston-Salem, NC

1d • Onsite

About The Position

The Client Solutions Specialist II position involves collecting delinquent accounts according to established strategies while adhering to all collection policies, procedures, and guidelines. The role requires providing exceptional client service by being transparent, positive, and treating customers with respect. The specialist will manage client communications, provide accurate account details, and ensure compliance with all regulatory and quality expectations. This role also includes processing payments, transactions, and workflows, as well as 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
• Previous client service, collections, or sales 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, inquiries, 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
• Vacation
• Sick days
• Paid holidays
• Defined benefit pension plan (depending on position and division)
• Restricted stock units (depending on position and division)
• Deferred compensation plan (depending on position and division)

What This Job Offers

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