Premier Client & Branch Care Advisor

Truist Financial • Cookeville, TN

285d

About The Position

The position is responsible for incoming calls from Premier eligible and enrolled clients, addressing both routine and complex issues regarding products, procedures, systems, or policies that require an elevated level of empowerment to deliver first call resolution. The role involves taking ownership of each call to ensure that clients receive the highest level of service and support. The individual will serve as the primary point of contact for the Consumer & Small Business Banking branches, regional and internal support departments regarding branch/compliance/system policies by providing comprehensive service and internal operational support. The position is committed to utilizing all available tools and resources to create a differentiated client experience and track all unresolved issues accurately to ensure timely follow-up and resolution. Premier Client and Branch Advisors serve as client advocates, tracking client complaints and feedback regarding Truist, our teammates, products, and vendors.

Requirements

• High School diploma, or equivalent education and related training or experience.
• 1-2 years' experience working directly with customers/clients in a servicing capacity, either in retail, banking or call center or other servicing industries.
• Proficiency in computer applications (e.g., Windows, Microsoft Office), technical skills, interpersonal abilities, problem-solving skills, and ability to work efficiently across multiple platforms.
• Proficiency in written and verbal communications (including grammar and spelling).
• Ability to adapt to change and work in a fast-paced environment.

Nice To Haves

• College degree.
• Prior experience working in a call center or high volume/fast-paced work environment.
• Background in supported departments and/or products.

Responsibilities

• 1st Level Escalation POC for TCC & Branch Teammates that require operational authority limits, with empowerment to approve transactions up to $10,000.
• Deliver care through exceptional client service and distinctive client experiences while providing support to both internal and external clients by executing on the Truist Purpose, Mission and Values.
• Research and resolve client requests to Care Center, branches and other lines of business that require the application of multiple specialties (e.g., business care, card, loan servicing).
• Implement a consultative approach to address client concerns by educating clients on bank products and services.
• Identify opportunities for banking solutions to fulfill both expressed and unexpressed client needs.
• Educate and inform clients about self-service options available through various technologies to enhance their personal banking experience.
• Adhere to all established policies, procedures, guidelines, regulations, and laws to safeguard both clients and Truist from unnecessary risk.

Benefits

• Medical, dental, vision, life insurance, disability, accidental death and dismemberment.
• Tax-preferred savings accounts.
• 401k plan.
• No less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during the first year of employment.
• 10 sick days (also prorated), and paid holidays.
• Defined benefit pension plan, restricted stock units, and/or a deferred compensation plan may be available.

What This Job Offers

• Job Type: Full-time
• Industry: Credit Intermediation and Related Activities
• Education Level: High school or GED