Wholesale Payments Dedicated Support Specialist

Truist•Orlando, FL

3d•Onsite

About The Position

This position embraces the concept of creating an excellent client experience and delivers a high-quality level of service in a professional work environment. The role sets the tone and expectation for the client relationship through the high quality of the work performed and by demonstrating ownership and accountability. The Dedicated Specialist directs and supports the servicing needs for a portfolio of high value Wholesale Payments clients. This requires coordination with internal technical and non-technical partners, expert knowledge of services and processes, and a working knowledge of support software. Specifically, the role is responsible for: being the direct point of contact for an assigned portfolio of clients, case, and Outlook email box management, supporting clients through multiple communication channels, performing research on complex issues, and facilitating resolutions of client issues with appropriate partners. Additionally, this role uses discretion and judgment to assess and represent client requests, gather appropriate information, identify suitable solutions, and determine when issues and concerns must be escalated and/or client expectations managed. Their overarching goal is to provide a best-in-class internal and external client experience, enabling Truist to achieve our vision and improve revenue realization.

Requirements

High school diploma or equivalent.
Three years of banking experience, two of which are in a treasury-related role), with 1+ years of in-depth experience with treasury services from a product, sales, technical, or operational perspective.
Must be able to work independently and as a team, be well organized, display good time management skills and able to accept multiple time sensitive responsibilities in a sometimes high pressure environment, maintaining composure and a positive attitude.
Excellent written and verbal communication skills supporting a highly professional image with the ability to communicate professionally over the telephone or in person, as well as the ability to write business correspondence as needed.
Ability to manage daily activities in a fast-paced, changing environment.
Make responsible decisions and use sound judgment when communicating with clients.
Strong organizational skills with the ability to provide consistent attention to detail.
Ability to interact with integrity and a high level of professionalism with all levels of clients, teammates and management.
Knowledgeable of bank operations, risk and controls, and operational risk management methodologies.
Proficient in MS Office applications including Word, Excel, and Outlook, and well as proficiency using the Internet.

Nice To Haves

Degrees/education in Finance, Accounting, Business, or other related field.
Experience with 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 business, key company contacts, how Wholesale payments services are utilized, preferred communication channels, and desired level of detail and style in responses under direct supervision.
Listen, analyze, and resolve assigned client inquiries. Respond in a professional, timely, and accurate manner by either resolving immediately or escalating appropriately.
Leverage basic Wholesale Payments knowledge and utilize the resources available to address and resolve client requests.
Generally assigned small- to mid-sized, less-complex clients, accounts, projects, or internal relationships
Provide distinctive, secure, and successful client experiences by building strong professional working relationships, anticipating client requests, and protecting client information.
Assess requests that are critical and/or beyond the standard resolution process and escalate appropriately to support a timely resolution.
Deliver high quality work by adhering to service level agreements. Document all client interactions in an accurate and timely manner via specified case management tool.
Exhibit ownership and accountability when resolving most issues. May require guidance on more complex judgements.
Support internal teammate inquiries regarding implementation, servicing and fulfillment requests including status updates.
Ability to prioritize and manage numerous tasks quickly, accurately, and efficiently in a fast-paced environment and under deadline pressure.
Utilize expertise, internal and external business resources to resolve issues effectively and maintain deadlines.
Provide visibility and transparency to internals regarding request status throughout.
Use good judgment to balance internal needs, internal processes, and a variety of other contingencies/considerations.
Partner to manage and/or escalate concerns and reduce basic operational, process, and compliance risk.
Execute with precision and accountability by following policies and procedures.
Participate in client consultations, as necessary, to enhance sales opportunities or address servicing issues.
Monitor and manage queues for service requests submitted through various channels, including case management and Outlook mailboxes.
May be asked to contribute to review, update, and establishment of new procedures.
Maintain transactional partnerships with Sales, Relationship Managers, and other stakeholders to provide mutual feedback on business processes, and opportunities for improvement.