Care Center-Client First Solutions

A TCC Client First Solutions Advisor is passionate about the client’s experience, conveys genuine compassion, empathy and respect for clients and teammates, is results driven, enthusiastic, and creative. The Advisor is empowered to solve problems accurately so that clients have an effortless experience that results in first call resolution. This vital position utilizes a variety of software tools to navigate client accounts, research and communicate effective solutions while adhering to bank policies and procedures.

The Advisor remains familiar with standard concepts, practices, procedures, and systems within the assigned functional areas. Adheres to bank policies, works with frontline and back-office teammates, Operations, Function and Process owners, and Management teams, including Senior and Executive leaders. Provides direction to peers for more complex research issues and continually evaluates and analyzes processes to assist in improving client distinction and reducing recurring complaint trends.

English (Required)

1st shift (United States of America)

• Investigate and provide resolution to clients’ highly complex requests across Care Center, branches and other lines of business, requiring use of multiple specialties.
• Resolve escalated calls from teammates regarding procedures, systems or policies.
• Resolve highly complex bank operational problems within guidelines and policies.
• Manage and maintain RISK items and procedures to stay within compliance to prevent loss to the bank.
• Communicate with internal and external clients and third parties via telephone, email, or other appropriate channels to facilitate resolution of the issue.
• Deliver care through exceptional client service and create a differentiating client experience while supporting the Truist Purpose, Mission and Values.
• Assist in identifying revenue blockers and in simplifying, centralizing and/or eliminating processes directly affecting revenues.
• Identify and correct bank errors and elevate regulatory concerns that pose a risk to the bank.
• Provide full resolution to highly escalated client complaints across supported business units in a professional and empathetic manner while ensuring regulatory compliance and operational accuracy.
• Maintain current professional specialized knowledge of compliance regulations, bank products, policies and procedures through ongoing training.
• Lead resolution and response for complex complaint scenarios requiring additional coordination and research between business units.
• Work independently with minimum manager oversight.
• Provide support to peers across all lines of business, and serve as a mentor and client service advocate.

• Associate degree or equivalent education and related training or experience.
• Two years of high-level performance in client contact center or bank operations.
• Proficiency in computer applications (Windows, Microsoft Office) and technical skills, interpersonal abilities, problem-solving skills, and ability to work efficiently across multiple platforms.
• Excellent verbal and written communication skills.
• Strong attention to detail with a high degree of accuracy.
• Strong leadership qualities and excellent interpersonal skills.
• Creative thinker and problem solver.
• Ability to maintain composure and professionalism in highly emotional situations.
• Ability to develop and maintain excellent client relations and display genuine concern for client complaints while working with dedication to finding solutions.

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

All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits. Benefits include medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax‑preferred savings accounts, and a 401(k) plan. Teammates receive at least 10 days of vacation (prorated), 10 sick days (prorated), and paid holidays. Additional benefits may include Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan depending on division and position.

Truist is an Equal Opportunity Employer that does not discriminate on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status, or other classification protected by law. Truist is a Drug Free Workplace.

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