Client Care Center-Agent Assist

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. Investigate and provide resolution to clients' highly complex requests to Care Center, branches and other lines of business, requiring use of multiple specialties (e.g. business care, card, loan servicing).
2. Resolve escalated calls from teammates with questions regarding procedures, systems or policies.
3. Resolve highly complex bank operational problems within guidelines and policies.
4. Manage and maintain RISK items and procedures to stay within compliance to prevent loss to the bank.
5. Utilize a consultative approach to resolve client issues through educating the clients of bank products and services. 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.)
6. Communicate with internal and external clients and third parties via telephone, email or other appropriate channels in order to facilitate resolution of the issue. Effectively employ negotiation and problem-solving skills to facilitate the appropriate resolution of complaints.
7. Assist in the identification of revenue blockers and in the simplification, centralization and/or elimination of processes directly affecting revenues.
8. Identify and correct bank errors and escalate regulatory concerns that pose a risk to the bank.
9. Inform and educate clients on their self-service options through various Truist technologies to improve their individual banking experience.
10. Follow established policies, procedures, guidelines, regulations, and laws to protect both our clients and Truist from any unnecessary risk.
11. Deliver care through exceptional client service and create a differentiating client experience while providing support to internal and external clients by executing Truist Purpose, Mission and Values.
12. 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.
13. Maintain current professional specialized knowledge of compliance regulations, bank products, policies and procedures and other Business Unit strategies by completing all training applicable to areas of expertise.

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.Two years of high level of performance/achievement in client contact center or bank operations.

1. Proficiency in computer applications (e.g. Windows, Microsoft Office), technical skills, interpersonal abilities, problem-solving skills and ability to work efficiently across multiple platforms
2. Excellent written and verbal communications (including grammar and spelling)
3. Demonstrate proficiency in attention to detail with the ability to process information with a high degree of accuracy.
4. Strong leadership qualities and excellent interpersonal skills.
5. Creative thinker and problem solver.
6. Ability to maintain composure and professionalism in highly emotional situations.
7. Ability to develop and maintain excellent client relations and display genuine concern for client complaints while working with dedication towards finding solutions.

1. Prior experience working in a call center or high volume/fast-paced work environment
2. Background in supported department/product
3. Prior experience in a Truist client-facing role