Hybrid Client Advocacy Partner, Support Research Specialist

at Truist

• Job title: Client Advocacy Partner, Support Research Specialist
• Job type: Full Time
• Experience level: Junior
• Salary: Not specified
• Degree requirement: Associate's Degree
• Location requirements: Hybrid, Greensboro, United States

About the role

• Client Advocacy Partner Support Research Specialist providing client support and resolution while adhering to bank policies and procedures. Ensuring regulatory compliance and exceptional client experiences through effective problem resolution and communication.

Responsibilities

• Deliver exceptional client service and a distinctive client experience when providing support to internal and external clients by successfully executing on Truist Purpose, Mission and Values.
• Handle escalated research from Client Advocacy Escalation Solutions Specialists, Contact Center teammates, Community Bank, Branch Helpline or Executive Leadership within established timeframes.
• Support client inquiries regarding Health Savings accounts.
• Support email escalations through company platforms such as Live Engage.
• Research and report Elder Abuse Cases submitted from the Contact Center.
• Complete contingency callbacks for Contact Center escalations.
• Review, research and accurately respond to letters submitted to the Client Advocacy Partner Support mailing address or other Business Units within the bank that are supported by the Client Advocacy Partner Support Research team.
• Perform research of escalated issues pertaining to losses within the Contact Center and provide feedback to senior leadership.
• Accurately document coaching opportunities uncovered during research and ensure all feedback is provided to management for follow-up and corrective action, if necessary, in a timely manner.
• Ensure timely review and responses to feedback from clients participating in the Voice of the Client survey program.
• Provide support for credit card product and related issues.
• Accurately address all client questions and concerns with an emphasis on minimal client effort.
• Ensure the security of client information by performing appropriately defined client authentication for each call received. Assist with minimizing bank losses by ensuring procedures are properly communicated as outlined in the procedural documents.
• Ensure each complaint is logged with detailed explanation of the issue and the resolution in various databases for tracking, trending, and coaching purposes.
• Resolve moderately complex bank operational problems within guidelines and policies. Investigate and provide resolution to clients' basic to moderately complex requests to Contact Center, branches and other Business Units.
• Maintain required performance standards and expectations (e.g. quality, attendance, promptness).
• Embrace ongoing personal and professional growth and development by participating in required and voluntary educational opportunities.
• Assist in the identification of revenue blockers and in the simplification, centralization and/or elimination of processes directly affecting revenues.
• Identify and correct bank errors and escalate regulatory concerns that pose a risk to the bank.
• Communicate with internal and external clients and third-parties via telephone, email or other appropriate channels in order to facilitate resolution of the issue. Effectively employ negotiation and problem solving skills to facilitate the appropriate resolution of complaints.
• Utilize a consultative approach to resolve client issues through educating the clients of bank products and services.
• Utilize resources to resolve complex issues while working independently with minimum Client Advocacy Partner Support Management oversight.
• Maintain a thorough working knowledge of all Contact Centers, branch, compliance and system related policies/procedures, on-line screens, and processing flows.

Requirements

• Associates Degree, or equivalent education and related training
• One year of experience as a Client Advocacy Escalations & Solutions Specialist or two years of Contact Center Care Specialist experience with demonstrated high quality job performance
• Excellent client service skills
• Consistent success in effective problem resolution
• Ability to appropriately prioritize and organize tasks to meet deadlines
• Ability to multi-task in a high volume fast-paced environment
• Strong decision-making skills
• Effective listening skills
• Excellent verbal and written communication skills
• Demonstrated proficiency in attention to detail with the ability to process information with a high degree of accuracy
• Strong leadership qualities and excellent interpersonal skills
• Creative thinker and problem solver
• Bright, articulate and detailed oriented
• Action oriented and self-disciplined
• 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 towards finding solutions
• Operational experience to support collaboration with other business units who manage complaint handling
• Demonstrated proficiency in basic computer applications, such as Microsoft Office software products
• Ability to quickly learn/acquire all necessary platform applications required to perform the job
• Ability to speak fluent English language
• Ability to function effectively on a team with an off-site manager

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• 401(k) plan
• Paid vacation days
• Sick leave
• Paid holidays