Wholesale Client Support Specialist

Regular or Temporary:
Regular

Work Shift:

1st shift (United States of America)

• Research and respond to all internal/external client inquiries through appropriate channels in a high quality, timely and efficient manner while providing accurate information or appropriate guidance and works under direct supervision.
• Adhere to department standards documenting all client interactions in an accurate and timely manner via appropriate workflow systems.
• Identify opportunities to engage internal teammates to provide value‑added solutions to our clients.
• Listen, analyze, and resolve assigned client inquiries. Respond in a professional, timely, and accurate manner by either resolving immediately or escalating appropriately.
• Maintain a basic working knowledge of Wholesale Payments Services/Products while participating in trainings to stay proficient including product knowledge, systems, processes, procedures, and guidelines.
• Provide distinctive, secure, and successful client experiences by building strong professional working relationships, anticipating client requests, and protecting client information.
• Identify and communicate recommendations with management and training personnel to ensure efficiency of new releases and/or system enhancements as they pertain to supporting the client as well as teammates.
• Works with other teammates and/or teams to resolve least complex client requests and issues by submitting cases/tickets and escalating to management if needed.
• Maintain a high degree of quality in all work efforts as defined by service standards and service level agreements.
• Identify areas of self‑improvement to enhance quality and productivity and take appropriate actions to increase work performance.
• Maintain quality client experiences through phone and email interactions executing the attributes and behaviors as designated for Truist.
• Communicate and escalated concerns, risks, or gaps as soon as possible to the appropriate parties to control and mitigate risks in a manner consistent with Truist’s risk standards.
• Adhere to authentication procedures consistent with Wholesale Payments Client Authentication standards for all incoming requests from client (external) and teammates (internal).
• Assess requests that are critical and/or beyond the standard resolution process and ascend appropriately to support a timely resolution.
• Deliver high quality work by adhering to service level agreements. Document all client interactions in an accurate and timely manner via specified case management tool.
• Exhibit ownership and accountability when resolving issues which may require guidance.
• Partner to manage and/or escalation concerns and reduce basic operational, process, and compliance risk.
• May be asked to contribute to review, update, and establishment of new procedures.
• Maintain transactional partnerships with Sales, Relationship Managers, and other stakeholders to provide mutual feedback on business processes and opportunities for improvement.

• High school diploma or equivalent.
• Two years of banking experience, preferred call center or equivalent phone‑related experience.
• Must be able to work independently, be well organized, versatile, and display good time‑management skills in a sometimes‑high pressure environment, maintaining composure and a positive attitude.
• Excellent written and oral communication skills that support a highly professional image with the ability to write business correspondence and communicate professionally over the telephone.
• Ability to adapt to and function in a changing environment.
• Must be able to make responsible decisions and use sound judgment when communicating with our clients.
• Ability to manage daily activities with a moderate degree of supervision.
• Proficient in MS Office applications including Word, Excel, and Outlook, and also proficiency using the Internet.

• Bachelor’s degree or equivalent education and related training.
• Two years of call center experience, or equivalent phone‑related experience.
• Experience with case management tool (such as Sales Force).
• Project management, consulting or management experience.
• Risk management experience.