SHF Client Solutions Specialist I

Truist Bank • Winston-Salem, NC

1d

About The Position

The SHF Client Solutions Specialist I collects delinquent accounts according to agreed-upon collection strategies and follows all collection policies, procedures, and guidelines. The role provides exceptional client service by communicating transparently and positively and treating customers with respect. The specialist manages assigned accounts, evaluates customers’ ability and willingness to pay, negotiates payment arrangements, and offers cure plans or loan modifications when appropriate under policy. The role also requires accurate account documentation, payment processing, compliance with regulatory and quality standards, and collaboration with Client Default Leaders and less experienced teammates.

Requirements

• High school diploma or equivalent education, with related training or experience.
• One to two years of collections experience.
• Consistently exceed peer-group production performance 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 a flexible schedule, including overtime as needed.
• Strong understanding of regulatory requirements surrounding collections.

Nice To Haves

• Bilingual.
• Previous lending or call center experience.

Responsibilities

• Meet collection performance expectations for assigned accounts, including goals such as calls per day, contact percentage, promises-to-calls ratio, and promises kept.
• Provide clients with cure plans and negotiate payment arrangements based on customers’ ability and willingness to pay, following policies, procedures, guidelines, and training.
• Accurately and professionally disclose relevant account information to customers.
• Manage client communications and provide accurate account details with professionalism and integrity while meeting compliance and quality expectations.
• Work assigned accounts thoroughly according to established procedures, including contact attempts and required letters.
• Assist less experienced teammates with difficult collection accounts and client calls.
• Document collection efforts in the system of record according to established policies and procedures, including relevant system codes as applicable.
• Follow call scripts established in training, policies, procedures, and guidelines.
• Meet acceptable call monitoring scores in each call category and provide cure plan options and loan modifications when appropriate under policy and guidelines.
• Communicate regularly with Client Default Leaders about repossessions, potential loss, inquiries, complaints, and other calls requiring special handling.
• Accurately process payments, transactions, and workflows.
• Complete required Computer Based Training courses accurately and on time.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• Accidental death and dismemberment coverage
• Tax-preferred savings accounts
• 401(k) plan
• At least 10 days of vacation during the first year, prorated based on hire date and full-time or part-time status
• 10 sick days, prorated
• Paid holidays
• Depending on position and division, eligibility for a 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