Client Support Specialist II - Merchant Services

Truist•Wilson, NC

23h•Onsite

About The Position

This senior level position embraces the concept of creating an excellent client experience and delivers a high-quality level of service in a professional work environment. The role sets the tone and expectation for the client relationship through the high quality of the work performed and by demonstrating ownership and accountability. The Senior Specialist supports the servicing needs of internal teammates and external commercial clients for all Wholesale Payments products and services under limited supervision. This requires coordination with internal technical and non-technical partners, expert knowledge of services and processes, and a working knowledge of support software. In addition to the Client Support Specialist responsibilities, this role includes leadership functions and assisting management with daily processing activities. The role is responsible for one or more of the following: special handling of client service or support related to Treasury requests, response to and resolution of complex technical issues, and research of complex service issues. Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

Requirements

High school diploma or equivalent.
Three years of banking experience, two of which are in a treasury-related role), with 1+ years of in depth experience with treasury services from a product, sales, technical, or operational perspective.
Must be able to work independently and as a team, be well organized, display good time management skills and able to accept multiple time sensitive responsibilities in a sometimes-high pressure environment, maintaining composure and a positive attitude.
Excellent written and verbal communication skills supporting a highly professional image with the ability to communicate professionally over the telephone or in person, as well as the ability to write business correspondence as needed.
Ability to manage daily activities in a fast-paced, changing environment.
Make responsible decisions and use sound judgment when communicating with clients.
Strong organizational skills with the ability to provide consistent attention to detail.
Ability to interact with integrity and a high level of professionalism with all levels of clients, teammates and management.
Knowledgeable of bank operations, risk and controls, and operational risk management methodologies.
Proficient in MS Office applications including Word, Excel, and Outlook, and well as proficiency using the Internet.

Nice To Haves

Degrees/education in Finance, Accounting, Business, or other related field.
Experience with case management tool (such as SalesForce).
Project management, consulting or management experience.
Risk management experience.

Responsibilities

Research and respond to all internal/external client inquiries through appropriate channels in a high quality, timely and efficient manner while providing accurate information or appropriate guidance with minimal supervision.
Adhere to department standards documenting all client interactions in an accurate and timely manner via appropriate workflow systems.
Routinely uses significant judgement on moderate to complex business problems
Identify opportunities to engage internal teammates to provide value-added solutions to our clients.
Listen, analyze, and resolve assigned client inquiries. Respond in a professional, timely, and accurate manner by either resolving immediately or escalating appropriately.
Maintain a strong working knowledge of Wholesale Payments Services/Products while participating in trainings to stay proficient including product knowledge, systems, processes, procedures, and guidelines.
Provide distinctive, secure, and successful client experiences by building strong professional working relationships, anticipating client requests, and protecting client information.
Identify and communicate recommendations with management and training personnel to ensure efficiency of new releases and/or system enhancements as they pertain to supporting the client as well as teammates.
Routinely assist management in the planning and directing daily processing activities within Client Support to ensure appropriate staffing and production levels are maintained to meet established deadlines.
Works with other teammates and/or teams to resolve client requests and issues by submitting cases/tickets and escalate to management if needed.
Maintain a high degree of quality in all work efforts as defined by service standards and service level agreements.
Identify areas of self-improvement to enhance quality and productivity and take appropriate actions to increase work performance.
Maintain quality client experiences through phone and email interactions executing the attributes and behaviors as designated for Truist.
Communicate and escalate concerns, risks, or gaps as soon as possible to the appropriate parties to control and mitigate risks in a manner consistent with Truist’s risk standards.
Adhere to authentication procedures consistent with Wholesale Payments Client Authentication standards for all incoming requests from client (external) and teammates (internal).
Assess more complex requests that are critical and/or beyond the standard resolution process and escalate appropriately to support a timely resolution.
Deliver high quality work by adhering to service level agreements. Document all client interactions in an accurate and timely manner via specified case management tool.
Exhibit ownership and accountability when resolving issues with minimal guidance.
Partner to manage and/or escalate concerns and reduce basic operational, process, and compliance risk.
Consistently contribute to review, update, and establishment of new procedures.
Maintain strong and open partnerships with Sales, Relationship Managers, and other stakeholders to provide mutual feedback on business processes, internal relationships, organizational strengths and opportunities for improvement.