Client Support Specialist II - Merchant Services

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.

• 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 with minimal supervision.
• Adhere to department standards documenting all client interactions in an accurate and timely manner via appropriate workflow systems.
• Routinely use significant judgement on moderate to complex business problems.
• 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 strong 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.
• Routinely assist management in the planning and directing daily processing activities within Client Support to ensure appropriate staffing and production levels are maintained to meet established deadlines.
• Work with other teammates and/or teams to resolve 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 more complex requests that are critical and/or beyond the standard resolution process and escalated 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 with minimal guidance.
• Partner to manage and/or escalated concerns and reduce basic operational, process, and compliance risk.
• Consistently contribute to review, update, and establishment of new procedures.
• Maintain strong and open partnerships with Sales, Relationship Managers, and other stakeholders to provide mutual feedback on business processes, internal relationships, organizational strengths and opportunities for improvement.

• High school diploma or equivalent.
• Three years of banking experience, two of which are in a treasury‑related role, with 1+ years of in‑depth experience with treasury services from a product, sales, technical, or operational perspective.
• Must be able to work independently and as a team, be well organized, display good time management skills and able to accept multiple time‑sensitive responsibilities in a sometimes‑high pressure environment, maintaining composure and a positive attitude.
• Excellent written and verbal communication skills supporting a highly professional image with the…