Escalated Complaint Resolution Specialist

Truist • Richmond, VA

2d

About The Position

Review and analyze a submitted complaint case prior to contacting the client or authorized third party to acknowledge receipt and provide the case number to a client as well as obtain additional information. Contact the client to provide updates and the final resolution once a case has been resolved, if required. The 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
• Two or more years of client service experience in a call center environment
• Ability to articulate details to clients and authorized third parties verbally
• Ability to work with confidential information in a professional manner
• Ability to adapt to change and work in a fast paced environment
• Ability to quickly learn bank and/or mortgage products and services and apply that knowledge appropriately
• Ability to process information with a high degree of accuracy
• Ability to analyze situations fully that result in accurate and appropriate client resolution
• Ability to utilize procedures, tools and techniques for detecting, addressing and preventing fraudulent situations
• Ability to work successfully in a team environment, as well as independently
• Ability to approach problems logically and rationally
• Ability to maintain composure in highly emotional situations
• Creative thinker and problem solver
• Self-disciplined, self-starter and detail oriented
• Ability to empathize with and prioritize client needs
• Basic computer navigation skills, including ability to multi-task and navigate between multiple systems
• Demonstrated proficiency in basic computer applications, such as Microsoft Office software products
• Ability to appropriately prioritize and organize tasks to meet deadlines

Nice To Haves

• Associate's degree or equivalent education and related training

Responsibilities

• Deliver exceptional client service through clear and concise verbal communication to address a client's concerns in a professional and empathetic manner.
• Ensure all cases adhere to regulatory and compliance standards.
• Maintain required performance standards (e.g. quality, productivity and service level agreement requirements).
• Ensure the security of client information by retrieving the client authorization for each client and escalating to the appropriate area, if required.
• Identify possible identity theft and fraud by engaging risk mitigation protocols.
• Ensure that, if applicable, a task is opened, completed and the various systems are documented to support the research and resolution.
• Actively engage in providing feedback to management in order to improve communications and business processes.
• Assist in the resolution and tracking of client complaints by ensuring each complaint is logged with detailed explanation of the issue and its resolution, if necessary.
• Embrace ongoing personal and professional growth and development by participating in required and voluntary educational opportunities and onsite meetings/conference calls.
• Execute all interactions with clients based on Truist's Purpose, Mission and Values.
• Escalate complaint related trends and concerns to management as needed.

Benefits

• All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position.
• Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates.
• Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays.
• Depending on the position and division, this job may also be eligible for Truist’s 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
• Number of Employees: 5,001-10,000 employees