WP Client Success Coordinator III - Orlando, Charlotte, or Atlanta

WP Client Success Coordinator III - Orlando, Charlotte, or Atlanta

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Regular

Language Fluency:
English (Required)

Work Shift:

1st shift (United States of America)

The Team Coordinator III is primarily responsible for organizing daily processing activities for multiple groups through the maximum utilization of personnel and systems. Ensure quality, delivery, and on-going support of the Wholesale Payments solutions.

The Team Coordinator III must be motivated to work in a fast-paced and deadline-oriented environment. It is critical for a Team Coordinator to have strong computer skills, attention to detail, and the ability to build partnerships across the organization. They take ownership of coordinating requests – either completing them or escalating appropriately to the individuals who can. Their day-to-day work efforts involve a basic mix of time management, collaboration, coordination, and communication skills targeted toward high volume, repeatable efforts.

This requires skilled coordination with teammates and internal partners, an expert knowledge of services and processes, and a working knowledge of support software. Specifically, the role is responsible for leading efforts to support more complex client needs requiring more advanced technical knowledge of all Wholesale Payments products and solutions.

Effectiveness in this role will be defined through putting the client first, engaging in effective partnerships, having the courage to be proactive, enabling knowledge expansion and acting with urgency. They must be able to interact with clients in verbal and written form. Work is independent and self-directed, with guidance in only complicated situations. Additionally, the Team Coordinator will use discretion and judgment to assess client requests, gather appropriate additional information and determine if there are issues and concerns that must be escalated or client expectations managed.

In this role, they will work with various Production Support teams to address escalated issues. This position may also manage projects and initiatives outside of standard Wholesale Payment processes.

• Provide guidance and decision making to teammates who need assistance with highly complex client issues, questions or processes.
• Serves as a key escalation point within Wholesale Payments for product and system-specific requests, and will work directly with client, stakeholders, vendors, etc. to resolve as needed.
• Influences timelines, expectations, and proactively negotiates across departments and sometimes functional management.
• Researches, recommends, and implements more efficient processes to improve quality, enhance client satisfaction, and reduce costs.
• Prioritizes requests for the team and manages workload across teammates via the workflow system.
• Engages directly with clients, internal partners, and vendors regarding issues, challenges or opportunities impacting daily activities or systems and drive resolution.
• Routinely uses significant judgement on highly complex business problems and decision making.
• Supports Leaders with duties that impact the team such as defining and documenting procedures, attend meetings as a proxy for manager, and serving a subject matter expert for projects.
• Routinely provide input for teammate evaluations. Participate in, and make recommendations for, the hiring of personnel.
• Stays abreast of processes with periodic reviews of procedures. Consistently identifies trends and makes recommendations for streamlining functions and processes to gain efficiencies and improve the client experience.
• Participates in all and may lead control and audit walk-through, periodically reviews, and tests Risk Controls.
• Provides general support to Wholesale Payments and other areas of Truist by performing high-volume and time-sensitive routine tasks independently on an as needed basis.

• High school diploma or equivalent.
• Five years of Wholesale Payments, Banking Operations, or other related work experience.
• Four or more years of consistently high performance as a Team Coordinator I or equivalent work experience.
• Five or more years of direct experience leading a team, performance, and resource allocation.
• Ability to lead projects or requests of moderate or higher complexity levels and risk exposure.
• Knowledge and experience with Risk Controls and…