Wholesale Dedicated Support Specialist

Regular or Temporary:

Regular

Language Fluency: English (Required)

Work Shift: 1st shift (United States of America)

If you have a disability and need assistance with the application, you can request a reasonable accommodation. Send an email to Accessibility (accommodation requests only; other inquiries won't receive a response).

This senior level position embraces the concept of creating an excellent client experience and delivers a high-quality level of service in a professional work environment. The role sets the tone and expectation for the client relationship through the high quality of the work performed and by demonstrating ownership and accountability.

The Wholesale Payments Dedicated Specialist directs and supports the servicing needs for a portfolio of high value Wholesale Payments clients. This requires coordination with internal technical and non-technical partners, expert knowledge of services and processes, and a working knowledge of support software. Specifically, the role is responsible for: being the direct point of contact for an assigned portfolio of clients, case, and Outlook email box management, supporting clients through multiple communication channels, performing research on complex issues, and facilitating resolutions of client issues with appropriate partners.

Additionally, this role uses discretion and judgment to assess and represent complex client requests, gather appropriate information, identify suitable solutions, and determine when issues and concerns must be escalated and/or client expectations managed. This role includes leadership functions and assisting management with daily processing activities. Their overarching goal is to provide a best-in-class internal and external client experience, enabling Truist to achieve our vision and improve revenue realization.

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 white glove service to assigned clients by understanding their business, key company contacts, how Treasury Solutions and Deposit services are utilized, preferred communication channels, and desired level of detail and style in responses.
• 2. Listen, analyze and resolve assigned client inquiries. Respond in a professional, timely, and accurate manner by either resolving immediately or escalating appropriately.
• 3. Leverage Wholesale Payments knowledge and expertise and utilize the resources available to address and resolve complex level client requests.
• 4. Generally covers mid- to large-sized or moderately complex clients, accounts, or internal relationships
• 5. Be the resident subject matter expert on the departments software systems and procedures for the implementation, delivery, and support of Deposit and Treasury products.
• 6. Routinely assist management in the planning and directing daily processing activities within Client Services to ensure appropriate staffing and production levels are maintained to meet established deadlines.
• 7. Provide distinctive, secure, and successful client experiences by building strong professional working relationships, anticipating client requests, and protecting client information.
• 8. Assess requests that are critical and/or beyond the standard resolution process and escalating appropriately to support a timely resolution.
• 9. 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.
• 10. Routinely uses significant judgement on moderate to complex business issues and exhibits ownership and accountability when resolving…