Care Center Team Manager-Agent Assist

Foster an environment to deliver care through exceptional client service by providing day-to-day leadership and motivation to drive performance of care center teammates to optimize revenue/value generation, meet client service needs, ensure operational excellence. Directly manages and supports the development of client servicing and support capacity teammates. Utilizes a variety of monitoring and coaching tools to ensure performance standards are achieved, while fostering an environment of teammate development and retention.

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. Lead with Truist Purpose, Mission and Values to deliver care through exceptional client service and create a differentiating client experience for care center teammates.
2. Follow structured coaching to develop teammates to provide clients quality service for immediate needs and solutions for the future.
3. Services as a teammate and client advocate by acting as a conduit between clients, client center subject matter experts, operations, complaints, and technical teams to improve procedures, policies, systems.
4. Manages care center teammates, inclusive of performance and development, time tracking, corrective action, and termination. Ensures equal accountabilities for all teammates.
5. Investigate and provide recommendations/actionable insights to Care Center Manager to make informed decisions to contribute to team success.
6. Through coaching and observation, identify and correct procedural errors and escalate concerns that pose a risk to the bank.
7. Follow established policies, procedures, guidelines, regulations, and laws to protect both our clients and Truist from any unnecessary risk.
8. Embrace ongoing personal and professional growth and development by participating in required and voluntary educational opportunities, business resource group (BRG) activities and other work-related activities.

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. Associate degree, or equivalent education and related training or experience
2. Three years of client contact center experience or three years of combined leadership experience in a supervisory or escalation support role
3. Thorough knowledge of branch and/or contact center procedures, policies, etc.
4. Proficiency in computer applications (e.g. Windows, Microsoft Office, Excel), technical skills, interpersonal abilities, problem-solving skills and ability to work efficiently across multiple platforms
5. Proficiency in written and verbal communications (including grammar and spelling)
6. 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. Mastery of all required minimum skills, including completion of skills-based care center training, for assigned team
2. Experience in leading, coaching, and developing a team to identify and offer products/solutions to meet client needs
3. Five years contact center leadership experience
4. Bachelor's degree