Wholesale Payments Client Support Specialist

Truist Bank•Orlando, FL

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 resolve requests and meet service expectations. Work may include client service and support, resolving general technical issues, and researching service issues. The position also requires meeting performance and risk metrics, following procedures, and identifying ways to improve processes and client outcomes. The specialist researches and responds to client inquiries, documents interactions in workflow and case-management systems, and resolves or appropriately escalates requests. The role maintains basic knowledge of Wholesale Payments products, systems, and procedures; protects client information; and builds professional relationships with clients and internal teammates. The specialist works with other teams and stakeholders, communicates risks and process gaps, and may contribute to reviews and updates of procedures.

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 to different demands, 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, and in using 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 through appropriate channels in a timely, efficient, and accurate manner.
Document client interactions accurately and promptly using appropriate workflow and case-management systems.
Identify opportunities to engage internal teammates in providing value-added solutions to clients.
Listen to, analyze, and resolve assigned client inquiries, resolving them immediately or escalating them appropriately.
Maintain basic working knowledge of Wholesale Payments services and products, 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 by submitting cases or tickets, and escalate to management when needed.
Meet service standards and service level agreements while maintaining high quality in all work.
Identify areas for self-improvement and take appropriate actions to increase quality and productivity.
Provide quality client experiences through telephone and email interactions in accordance with Truist's designated behaviors and attributes.
Communicate and escalate concerns, risks, or gaps promptly to appropriate parties in accordance with Truist's risk standards.
Follow Wholesale Payments Client Authentication standards for incoming requests from external clients and internal teammates.
Assess critical requests or requests outside standard resolution processes and escalate them appropriately.
Take ownership and accountability when resolving issues, which may require guidance.
Partner with others to manage or escalate concerns and reduce basic operational, process, and compliance risk.
Contribute to reviewing, updating, and establishing procedures when asked.
Maintain working partnerships with Sales, Relationship Managers, and other stakeholders to provide mutual 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 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