Wholesale Payments Dedicated Support Specialist

Truist Bank•Charlotte, NC

About The Position

This senior-level position provides high-quality, white-glove support to a portfolio of high-value Wholesale Payments clients. The specialist serves as a direct point of contact, learns each client's business and service preferences, and supports them through multiple communication channels. The role requires expert knowledge of Wholesale Payments, Treasury Solutions, Deposit services, department procedures, and support software, along with coordination across internal technical and non-technical partners to research and resolve complex client issues. The specialist uses discretion and judgment to assess complex client requests, identify solutions, manage expectations, and determine when concerns require escalation. The role also includes leadership functions and routine assistance to management with daily processing activities. The overarching goal is to provide a best-in-class experience for internal and external clients while supporting Truist's vision and revenue realization.

Requirements

Bachelor’s degree in a business-related field, or equivalent education and related training.
Five 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; ability to handle multiple time-sensitive responsibilities in a high-pressure environment while maintaining composure and a positive attitude.
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.
Ability to make responsible decisions and use sound judgment when communicating with clients.
Strong organizational skills and consistent attention to detail.
Ability to interact with integrity and professionalism with clients, teammates, and management at all levels.
Knowledge of bank operations, risk and controls, and operational risk management methodologies.
Proficiency with Microsoft Office applications, including Word, Excel, and Outlook, and with the Internet.

Nice To Haves

Education or a degree in Finance, Accounting, Business, or another 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 Treasury Solutions and Deposit services, communication preferences, and desired response style and detail.
Listen to, analyze, and resolve assigned client inquiries professionally, accurately, and promptly, resolving them directly or escalating them as appropriate.
Apply Wholesale Payments expertise and available resources to resolve complex client requests.
Support mid- to large-sized or moderately complex clients, accounts, or internal relationships.
Serve as the department subject matter expert on software systems and procedures for implementing, delivering, and supporting Deposit and Treasury products.
Assist management with planning and directing daily Client Services processing activities to maintain appropriate staffing and production levels and meet deadlines.
Build professional working relationships, anticipate client requests, and protect client information to provide secure, successful client experiences.
Assess critical requests and issues outside standard resolution processes and escalate as appropriate.
Meet service level agreements and document client interactions accurately and promptly in the specified case management tool.
Use judgment and ownership to resolve moderate-to-complex business issues with minimal supervision.
Support internal teammate inquiries about implementation, servicing, fulfillment requests, and status updates.
Prioritize and manage numerous complex tasks accurately and efficiently in a fast-paced, deadline-driven environment.
Use internal and external resources and expertise to resolve issues and meet deadlines.
Provide internal stakeholders with visibility and updates on request status.
Balance internal needs, processes, and other relevant considerations using sound judgment.
Partner with others to manage or escalate concerns and reduce operational, process, and compliance risk.
Follow policies and procedures and execute work with precision and accountability.
Participate in client consultations as needed to support sales opportunities or address servicing issues.
Monitor and manage service-request queues submitted through channels including case management and Outlook mailboxes.
Contribute routinely to reviewing, updating, and establishing procedures.
Maintain partnerships with Sales, Relationship Managers, and other stakeholders, sharing feedback on business processes, internal relationships, organizational strengths, 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
May be eligible for a defined benefit pension plan, restricted stock units, and/or deferred compensation plan, depending on position and division