Wholesale Payments Dedicated Support Specialist

Truist Bank•Orlando, FL

About The Position

The Wholesale Payments Dedicated Support Specialist provides high-quality, professional service to a portfolio of high-value Wholesale Payments clients. The role serves as a direct client contact and coordinates with internal technical and non-technical partners, applying knowledge of services, processes, and support software to research complex issues and facilitate resolutions. The Specialist assesses and represents client requests, gathers relevant information, identifies solutions, manages expectations, and escalates issues when appropriate, with the goal of delivering an excellent client experience and supporting revenue realization. The role provides white-glove service by learning clients’ businesses, contacts, use of Wholesale Payments services, and communication preferences. Specialists handle inquiries across multiple channels, maintain case and email queues, document interactions, meet service-level agreements, and support internal teammates with implementation, servicing, fulfillment, and status updates. They build professional relationships, protect client information, manage competing priorities, follow policies and procedures, and help identify process improvements. The position generally serves small- to mid-sized, less-complex clients, accounts, projects, or internal relationships, under direct supervision.

Requirements

High school diploma or equivalent.
Three years of banking experience, including two years in a treasury-related role and at least one year of in-depth treasury-services experience from a product, sales, technical, or operational perspective.
Ability to work independently and as part of a team; strong organization and time-management skills; ability to manage multiple time-sensitive responsibilities while maintaining composure and a positive attitude in a high-pressure environment.
Excellent written and verbal communication skills, including professional telephone and in-person communication and business correspondence.
Ability to manage daily activities in a fast-paced, changing environment.
Sound judgment and responsible decision-making when communicating with clients.
Strong organizational skills and consistent attention to detail.
Integrity and professionalism when interacting with clients, teammates, and management at all levels.
Knowledge of bank operations, risk and controls, and operational risk management methodologies.
Proficiency in Microsoft Word, Excel, and Outlook, and in using the Internet.

Nice To Haves

Education in Finance, Accounting, Business, or a related field.
Experience with a case-management tool such as Salesforce.
Project management, consulting, or management experience.
Risk management experience.

Responsibilities

Provide white-glove service to assigned clients by understanding their businesses, company contacts, use of Wholesale Payments services, and communication preferences.
Listen to, analyze, and resolve client inquiries professionally, accurately, and promptly; resolve directly or escalate as appropriate.
Use Wholesale Payments knowledge and available resources to address client requests.
Build professional relationships, anticipate client needs, and protect client information.
Assess critical requests or issues outside standard processes and escalate them to support timely resolution.
Meet service-level agreements and document client interactions accurately and promptly in the specified case-management tool.
Take ownership and accountability for resolving most issues, seeking guidance for more complex judgments when needed.
Support internal teammate inquiries about implementation, servicing, fulfillment requests, and status updates.
Prioritize and manage numerous tasks accurately and efficiently in a fast-paced environment and under deadline pressure.
Use internal and external resources to resolve issues and meet deadlines.
Keep internal partners informed and provide transparency about request status.
Balance internal needs, processes, and other relevant considerations using sound judgment.
Partner to manage or escalate concerns and reduce operational, process, and compliance risk.
Follow policies and procedures while executing work precisely and accountably.
Participate in client consultations as needed to enhance sales opportunities or address servicing issues.
Monitor and manage service-request queues submitted through channels including case-management systems and Outlook mailboxes.
Contribute to reviewing, updating, and establishing procedures when asked.
Maintain working relationships with Sales, Relationship Managers, and other stakeholders, exchanging 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 first-year vacation, 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