Job Description

Job Description :

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Regular or Temporary:

Regular

Language Fluency: English (Required)

Work Shift:

1st shift (United States of America)



Please review the following job description:

Shift-Monday-Friday 10:30 AM-8 PM & Saturday 9 AM-3 PM

Provide the Perfect Client Experience (PCE) by telephone to internal and external clients accurately, professionally and courteously, while adhering to bank policies and procedures. Handle a variety of complex banking service inquiries, solving client problems, identifying client needs to open/refer products and services and providing first level technical support. Assist supervisors with front-line agent call handling support. Process more specialized call types and higher risk transactions and maintenance.

Essential Duties and Responsibilities:
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 world standard client service by answering inbound client calls timely, accurately, professionally and courteously. Maintain required performance standards in quality, occupancy, attendance, promptness and identifying client needs. Assist in the resolution of client complaints.
2. Assist supervisors with front-line agent support to ensure one call resolution.
3. Ensure the security of client information and assist with minimizing bank losses by performing client verification on each call received.
4. Identify possible identity theft and fraud and escalate for client follow-up and risk mitigation.
5. Provide high quality service through efficient and effective client service with an emphasis on low client effort.
6. Assess client needs and suggest products and services. Open new accounts and ancillary products.
7. Accurately track the call reason for training, forecasting and trending purposes.
8. Suggest changes to improve communications and business efficiencies.

Required Skills and Competencies:
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
2. Two years as a Customer Service Representative I or equivalent experience with demonstrated high performance
3. Strong interpersonal skills to fully identify the need and resolve issues while minimizing client effort
4. Basic computer navigation and keyboarding skills, including ability to multi-task and navigate between multiple systems
5. Good written communication skills to include accuracy and relevant client information
6. Ability to work with confidential information in a professional manner
7. Ability and willingness to work a flexible schedule/overtime, as needed
8. Ability to adapt to change and work in a fast paced environment
9. Demonstrated proficiency in basic computer applications, such as Microsoft Office software products
10. Ability to travel, occasionally overnight

Desired Skills:
1. Associates degree in a related field

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

Thank you for your interest in Truist! BB&T and SunTrust have come together in a transformational merger of equals to create Truist, the premier financial organization in the country. You may notice references to our legacy company names, BB&T and SunTrust, in places throughout this site. All such references should be understood to refer to Truist moving forward while we continue to transition to the Truist name.

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Thank you for your interest in Truist! BB&T and SunTrust have come together in a transformational merger of equals to create Truist, the premier financial organization in the country. You may notice references to our legacy company names, BB&T and SunTrust, in places throughout this site. All such references should be understood to refer to Truist moving forward while we continue to transition to the Truist name.