Wholesale Payments Client Support Specialist I

Truist•Charlotte, NC

22h

About The Position

This role provides ongoing support to internal teammates and external commercial clients for Wholesale Payments products and services under moderate supervision. The specialist provides guidance and assistance by telephone and email, using available resources to help clients achieve desired outcomes. Responsibilities may include client service and support, responding to and resolving general technical issues, and researching general service issues. The role is also responsible for meeting or exceeding performance and risk-monitoring metrics, following procedures, and identifying ways to streamline processes and improve service outcomes. The specialist researches and responds to client inquiries through appropriate channels, documents interactions in designated workflow systems, and listens to, analyzes, and resolves inquiries or escalates them as appropriate. The role maintains basic working knowledge of Wholesale Payments products and services through training, builds professional relationships, protects client information, and works with teammates and other teams to resolve requests. The specialist follows authentication requirements, service standards, and service-level agreements; communicates risks and concerns; and takes ownership of issue resolution. The position may also contribute to procedure updates and provide feedback to stakeholders on business processes and improvement opportunities.

Requirements

High school diploma or equivalent.
Two years of banking experience; call center or equivalent phone-related experience is preferred.
Ability to work independently, stay organized, adapt, and manage time in a sometimes high-pressure environment while maintaining composure and a positive attitude.
Excellent written and oral communication skills, including the ability to write business correspondence and communicate professionally by telephone.
Ability to adapt to and function in a changing environment.
Ability to make responsible decisions and use sound judgment when communicating with clients.
Ability to manage daily activities with a moderate degree of supervision.
Proficiency in Microsoft Word, Excel, and Outlook, as well as the Internet.

Nice To Haves

Bachelor’s degree or equivalent education and related training.
Two years of call center experience or equivalent phone-related experience.
Experience with a case-management tool such as Salesforce.
Project management, consulting, or management experience.
Risk management experience.

Responsibilities

Research and respond to internal and external client inquiries accurately, efficiently, and in a timely manner through appropriate channels.
Document client interactions accurately and promptly using designated workflow and case-management systems.
Identify opportunities to engage internal teammates in providing value-added client solutions.
Listen to, analyze, and resolve assigned client inquiries; resolve them promptly or escalate as appropriate.
Maintain basic working knowledge of Wholesale Payments products and services and participate in training on products, systems, processes, procedures, and guidelines.
Build professional working relationships, anticipate client requests, protect client information, and provide secure, successful client experiences.
Communicate recommendations to management and training personnel regarding new releases and system enhancements.
Work with teammates and other teams to resolve less-complex client requests and issues, submit cases or tickets, and escalate to management when needed.
Meet quality standards and service-level agreements.
Identify opportunities for self-improvement and take appropriate actions to increase quality and productivity.
Deliver quality client experiences through phone and email interactions in accordance with Truist attributes and behaviors.
Promptly communicate and escalate concerns, risks, or gaps to appropriate parties in accordance with risk standards.
Follow Wholesale Payments client authentication standards for incoming requests from external clients and internal teammates.
Assess critical requests or requests beyond standard resolution processes and escalate appropriately.
Take ownership and accountability for issue resolution, seeking guidance when needed.
Partner with others to manage or escalate concerns and reduce basic operational, process, and compliance risks.
Contribute, when asked, to reviewing, updating, and establishing procedures.
Maintain transactional partnerships with Sales, Relationship Managers, and other stakeholders, providing mutual feedback on business processes and opportunities for improvement.

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
May be eligible for a defined benefit pension plan, restricted stock units, and/or deferred compensation plan, depending on position and division