WP - Client Support Specialist - Bilingual - Tempe, AZ

WP - Client Support Specialist I - Bilingual Preferred

Location: Tempe, AZ

Employment Type: Full Time

Date Posted: 02/24/2026

Job Categories: Banking, Finance/Economics, Information Technology

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

Regular or Temporary: Regular

Responsibilities:

• 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 elevate 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 Truists 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 escalates 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 elevate 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.

Required Qualifications:

• 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 well as proficiency using the Internet.

Preferred Qualifications:

• Bachelors 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.

Benefits:

All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays.

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