Job Description

Regular or Temporary:

Regular

Language Fluency: English (Required)

Work Shift:

1st shift (United States of America)



Please review the following job description:

Job Profile Summary
Responsible for incoming calls for routine and complex inquiries regarding products, procedures, systems or policies for new and existing clients. Committed to utilize all available tools and resources to maintain client satisfaction, track all unresolved issues accurately, to ensure timely follow up and resolution. Service Representatives act as client advocates to track client complaints and feedback in regards to Truist, our teammates, products and vendors.

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. Provide outstanding, personalized service to all clients by building rapport and providing timely solutions and/or alternatives.
2. Assist clients with inquiries and/or problem resolution in a professional and composed manner.
3. Uncover opportunities for banking solutions for clients expressed and unexpressed needs. (Banking solutions could include changing of account types, the opening of new accounts such as demand deposits, time deposits, credit cards, balance transfers, new loans/lines of credit e.g., mortgage referrals, secured and unsecured lending or refinancing existing loans for more competitive rates or payments, etc.)
4. Inform and educate clients on their self-service options through various Truist technologies to improve their individual banking experience.
5. Follow established policies, procedures, guidelines, regulations and laws to protect both our clients and Truist from any unnecessary risk.
6. Follow a daily set schedule that will require having efficient time management skills as well as a careful attention to detail.
7. May support Consumer, Small Business and Private Wealth Clients with products including: Digital/e-Services, Credit and Debit Cards, Mortgages, Loans, Demand Deposit, Time Deposit and Retirement accounts.

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 or experience
2. One Year of client servicing work experience (call center, retail, hospitality, medical, etc.)
3. Skills: Proficiency in Computer Applications (Windows, MS Office, etc.), Technical, Interpersonal, Problem Solving and ability to work efficiently across multiple platforms.
4. Proficiency in written and verbal communications (including grammar and spelling).
5. Satisfies regulatory requirements for holding the position, including meeting the qualification standards imposed by the Loan Originator Compensation rule of the Truth in Lending Act.

Preferred Qualifications:
1. Prior experience in referring products, solutions, etc. to clients
2. Prior experience working in a call center or high volume/fast-paced work environment
3. Background in supported department/product
4. Some college or degree earned.