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Regular or Temporary:

Regular

Language Fluency: English (Required)

English

Work Shift:

1st shift (United States of America)

Please review the following job description:

This role is a hybrid role requiring working in the office four days per week beginning in October. Candidate must be available to work in office at the Richmond address listed on the requisition.

This position is responsible for reviewing, analyzing and providing information to Client Resolution Specialists in order to provide front line, direct contact with clients regarding complaints. This teammate may have a combination of subject matter expertise in consumer, mortgage or commercial products and services as well as regulatory agencies and laws to ensure responses to clients are thorough, accurate and fulfill expectations of the various external bodies. Regular use of computerized systems will be used for tracking, information gathering and/or trouble shooting the concerns raised by the client.

The following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.
1. Deliver exceptional client service by composing written correspondence to accurately address the client questions and concerns.
2. Ensure all cases are adhering to all regulatory and compliance guidelines and policies.
3. Assess client needs and suggest appropriate products and services.
4. Maintain required performance standards (e.g. quality, productivity, service level agreement requirements).
5. Ensure the security of client information.
6. Ensure that if applicable a task is open, completed and the various systems are documented to support the research and resolution.
7. Actively engage in providing feedback to improve communications and business processes.
8. Assist in the resolution and tracking of client complaints. Ensure each complaint is logged with detailed explanations from the research completed. Ensure each complaint is routed to appropriate queue for tracking and reporting purposes.
9. Embrace ongoing personal and professional growth and development by participating in required and voluntary educational opportunities.
10. Escalate complaint related trends and concerns to management as needed.
11. Attend onsite meetings as required.
QUALIFICATIONS
Required Qualifications:
The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. High School Diploma, or equivalent education and related training
2. Three years of high levels of performance/achievement in a call center, bank operations, or mortgage operations
3. Excellent client service skills
4. Consistent success in effective problem resolution
5. Ability to appropriately prioritize and organize tasks to meet deadlines
6. Ability to multi-task in a high volume fast-paced environment
7. Strong decision-making skills
8. Effective listening skills
9. Excellent verbal and written communication skills
10. Demonstrated proficiency in attention to detail with the ability to process information with a high degree of accuracy
11. Creative thinker and problem solver
12. Bright, articulate and detailed oriented
13. Action oriented and self-disciplined
14. Ability to develop and maintain excellent client relations and display genuine concern for client complaints while working with dedication towards finding solutions
15. Ability to think sequentially and conceptually to accurately analyze and resolve problems while minimizing client effort
16. Ability to empathize with and prioritize client needs
17. Ability to quickly learn/acquire all necessary platform applications required to perform the job
18. Demonstrated proficiency in basic computer applications, such as Microsoft Office products, including Power Point and Excel

General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truist’s generous benefit plans, please visit our Benefits site. Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

Truist supports a diverse workforce and is an Equal Opportunity Employer that does not discriminate against individuals on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. Truist is a Drug Free Workplace.

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