Wholesale Payments Client Support Specialist

Truist•Orlando, FL

About The Position

Provides ongoing support to internal teammates and external commercial clients for Wholesale Payments products and services under moderate supervision. Offers guidance and assistance by telephone and email, using available resources to help clients achieve desired results. Work may include client service and support, responding to and resolving general technical issues, and researching general service issues. The role is responsible for meeting or exceeding performance and risk metrics, following procedures, and identifying ways to improve processes and service outcomes. The specialist researches and responds to client inquiries, documents interactions, resolves or escalates requests, and works with teammates and other teams to address client needs. The role maintains working knowledge of products, systems, procedures, and guidelines; protects client information; and supports a secure, high-quality client experience. It also involves communicating risks and process gaps, providing feedback on new releases and system enhancements, and partnering with Sales, Relationship Managers, and other stakeholders to improve business processes.

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, manage time, and remain composed and positive in a sometimes high-pressure environment.
Excellent written and oral communication skills, including professional telephone communication and business correspondence.
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 internet use.

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 through appropriate channels in a timely, efficient, and accurate manner.
Document client interactions accurately and promptly using designated workflow and case management systems.
Identify opportunities to engage internal teammates to provide value-added solutions to clients.
Listen to, analyze, and resolve assigned client inquiries, resolving them immediately or escalating as appropriate.
Maintain working knowledge of Wholesale Payments products, services, systems, processes, procedures, and guidelines, and participate in training.
Build professional working relationships, anticipate client requests, and protect client information to provide secure and successful client experiences.
Communicate recommendations to management and training personnel regarding new releases and system enhancements that affect client and teammate support.
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 service standards, quality expectations, and service level agreements.
Identify areas for self-improvement and take actions to improve quality and productivity.
Provide quality client experiences through phone and email interactions in accordance with Truist's designated attributes and behaviors.
Communicate and escalate concerns, risks, or gaps promptly to appropriate parties in accordance with Truist risk standards.
Follow Wholesale Payments Client Authentication standards for incoming requests from external clients and internal teammates.
Assess critical requests and requests beyond standard resolution processes and escalate them appropriately.
Take ownership and accountability for resolving issues, seeking guidance when needed.
Partner with others to manage or escalate concerns and reduce operational, process, and compliance risks.
Contribute, when asked, to reviewing, updating, and establishing procedures.
Maintain working relationships with Sales, Relationship Managers, and other stakeholders and provide feedback on business processes and improvement opportunities.

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 as applicable
10 sick days, prorated as applicable
Paid holidays
May be eligible for a defined benefit pension plan, restricted stock units, and/or a deferred compensation plan depending on position and division