Client Care Servicing Specialist - Premier Care

Truist Premier Client And Branch Advisor

Responsible for incoming calls from Premier eligible and enrolled clients. Address both routine and complex issues regarding products, procedures, systems, or policies that require an elevated level of empowerment to deliver first call resolution. Take ownership of each call, ensuring that clients receive the highest level of service and support. Serve as the primary point of contact for the Consumer & Small Business Banking branches, regional and internal support departments regarding branch / compliance / system policies by providing comprehensive service and internal operational support. Committed to utilizing all available tools and resources to create a differentiated client experience. Track all unresolved issues accurately to ensure timely follow up and resolution. Premier Client and Branch Advisors serve as client advocates, tracking client complaints and feedback regarding Truist, our teammates, products, and vendors.

Essential Duties and Responsibilities

1. 1st Level Escalation POC for TCC & Branch Teammates that require operational authority limits, with empowerment to approve transactions up to $10,000.

2. Deliver care through exceptional client service and distinctive client experiences while providing support to both internal and external clients by executing on the Truist Purpose, Mission and Values.

3. Research and resolve client requests to Care Center, branches and other lines of business that require the application of multiple specialties (e.g., business care, card, loan servicing).

4. Implement a consultative approach to address client concerns by educating clients on bank products and services. Identify opportunities for banking solutions to fulfill both expressed and unexpressed client needs.

5. Educate and inform clients about self-service options available through various technologies to enhance their personal banking experience.

6. Adhere to all established policies, procedures, guidelines, regulations, and laws to safeguard both clients and Truist from unnecessary risk.

Qualifications Required Qualifications

1. High School diploma, or equivalent education and related training or experience

2. 1-2 years' experience working directly with customers / clients in a servicing capacity, either in retail, banking or call center or other servicing industries.

3. Proficiency in computer applications (e.g., Windows, Microsoft Office), technical skills, interpersonal abilities, problem-solving skills, and ability to work efficiently across multiple platforms.

4. Proficiency in written and verbal communications (including grammar and spelling)

5. Ability to adapt to change and work in a fast-paced environment.

Preferred Qualifications

1. College degree

2. Prior experience working in a call center or high volume / fast-paced work environment.

3. Background in supported departments and / or products