Wholesale Payments Client Support Specialist

Truist Bank • Atlanta, GA

3h

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 telephone and email guidance, handles client service and support requests, responds to and resolves general technical issues, and researches general service issues. The role also monitors performance and risk indicators, follows procedures, and identifies efficiencies that can improve internal 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 issues. The role requires maintaining a basic working knowledge of Wholesale Payments products and services, following authentication and risk standards, and delivering secure, accurate, timely, and professional client experiences. The specialist works with teammates and other stakeholders, including Sales and Relationship Managers, and may contribute to procedure updates and recommendations related to product releases or system enhancements.

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 effectively, and maintain composure and a positive attitude in a sometimes high-pressure environment.
• 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 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 high-quality, timely, and efficient manner.
• Document client interactions accurately and promptly using the appropriate workflow or case-management systems.
• Identify opportunities to engage internal teammates in providing value-added client solutions.
• Listen to, analyze, and resolve assigned client inquiries, resolving them immediately or escalating them appropriately.
• Maintain working knowledge of Wholesale Payments products and services through training on products, systems, processes, procedures, and guidelines.
• Build professional working relationships, anticipate client requests, and protect client information.
• Provide 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 service standards and service level agreements while maintaining quality in all work efforts.
• Identify opportunities for self-improvement and take actions to improve quality and productivity.
• Deliver quality phone and email interactions consistent with Truist service 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 or requests beyond standard resolution processes and escalate them appropriately.
• Take ownership and accountability when resolving issues, seeking guidance when needed.
• Partner with others to manage or escalate concerns and reduce operational, process, and compliance risk.
• Contribute to reviewing, updating, and establishing procedures when requested.
• Maintain transactional partnerships with Sales, Relationship Managers, and other stakeholders to exchange feedback on business processes and improvement opportunities.

Benefits

• Medical, dental, and vision insurance.
• Life insurance and 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.
• The position may also be eligible for a defined benefit pension plan, restricted stock units, and/or a deferred compensation plan, depending on position and division.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED