Req ID: R0034968
Specific information related to the position is outlined below.
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Regular or Temporary: Regular Language Fluency: English
(Required) Work Shift: 1st shift (United States of America)
Please review the following job description:
A Client Care Specialist works towards a single vision -- to
make the world a better place to live by fulfilling our clients'
dreams. To achieve client service distinction, a Client Care
Specialist is passionate about the client's experience, conveys
genuine compassion, empathy and respect for clients and team
members, is results driven, enthusiastic and creative. A Client
Care Specialist is empowered to solve problems accurately so that
clients have an effortless experience that results in first call
resolution and delight. This vital position has an impact on
millions of clients annually and utilizes a variety of software
tools to navigate client accounts, research and communicate
effective solutions while adhering to bank policies and procedures.
A Client Care Specialist is a member of the Client Care Center Team
that provides 24/7 support to internal and external clients in a
fast-paced, dynamic and efficient environment by answering inbound
Essential Duties and Responsibilities: Following is a summary of
the essential functions for this job. Other duties may be
performed, both major and minor, which are not mentioned below.
Specific activities may change from time to time. 1. Deliver
exceptional client service and a distinctive client experience for
a broad range of products and services by answering inbound client
calls, professionally and courteously. 2. Deliver BB&T's
Perfect Client Experience (PCE) attributes of reliable, responsive,
empathetic and competent with each client interaction. Always
employ the LAST (Listen, Apologize, Solve and Thank) model with
each client. 3. Assess client needs and suggest appropriate
products and services. Open new accounts and complimentary services
that meet client needs. 4. Maintain required performance standards
(e.g. quality, attendance, promptness). 5. Accurately address
client questions and concerns with an emphasis on minimal client
effort. Refer complex or reoccurring issues to second level support
and/or a Client Care Team Leader. 6. Ensure the security of client
information and assist with minimizing bank losses by performing
appropriately defined client authentication for each call received.
Identify possible identity theft and fraud and escalate for
follow-up and risk mitigation. 7. Accurately complete call wrap-up
tasks and documentation to support training, forecasting and
trending analyses. 8. Actively engage in providing feedback to
improve communications and business processes. 9. Maintain high
levels of client satisfaction through BB&T's Voice of the
Client (VOC) program. 10. Assist in the resolution and tracking of
client complaints. Ensure each complaint is logged with detailed
explanation of the issue and its resolution. Ensure each complaint
is routed to appropriate queue for tracking and reporting purposes.
11. Embrace ongoing personal and professional growth and
development by participating in required and voluntary educational
opportunities. Required Skills and Competencies: The requirements
listed below are representative of the knowledge, skill and/or
ability required. Reasonable accommodations may be made to enable
individuals with disabilities to perform the essential functions.
1. High School diploma or equivalent 2. Passion for delivering
distinctive client service and helping others 3. Demonstrated
exceptional verbal and written communications skills 4. Ability to
work with confidential information in a professional manner 5.
Ability to adapt to change and work in a fast paced environment 6.
Ability to quickly learn bank products and services and apply that
knowledge appropriately 7. Ability to process information with a
high degree of accuracy 8. Ability to analyze situations fully that
result in accurate and appropriate client resolution 9. Ability to
utilize processes, tools and techniques for detecting, addressing
and preventing fraudulent situations 10. Ability to concentrate and
follow client issues without distraction 11. Ability to work
successfully in a team environment, as well as independently 12.
Ability to approach problems logically and rationally 13. Action
oriented and self-disciplined 14. Ability to maintain composure in
highly emotional situations 15. Creative thinker and problem solver
16. Bright, articulate, and detail oriented 17. Ability to
empathize with and prioritize client needs 18. Ability to speak
fluent English language 19. Basic computer navigation skills,
including ability to multi-task and navigate between multiple
systems 20. Demonstrated proficiency in basic computer
applications, such as Microsoft Office software products 21.
Ability to work flexible hours including nights, weekends and
holidays 22. Ability to travel, occasionally overnight Desired
Skills: 1. Associate's degree 2. Prior client service experience in
a call center environment 3. Ability to speak fluent Spanish
Truist supports a diverse workforce and is an Equal Opportunity
Employer who does not discriminate against individuals on the basis
of race, gender, color, religion, national origin, age, sexual
orientation, gender identity, disability, veteran status or other
classification protected by law. Drug Free Workplace. Thank you for
your interest in Truist! BB&T and SunTrust have come together
in a transformational merger of equals to create Truist, the
premier financial organization in the country. You may notice
references to our legacy company names, BB&T and SunTrust, in
places throughout this site. All such references should be
understood to refer to Truist moving forward while we continue to
transition to the Truist name. EEO is the Law Pay Transparency
Nondiscrimination Provision E-Verify
Thank you for your interest in Truist! BB&T and SunTrust
have come together in a transformational merger of equals to create
Truist, the premier financial organization in the country. You may
notice references to our legacy company names, BB&T and
SunTrust, in places throughout this site. All such references
should be understood to refer to Truist moving forward while we
continue to transition to the Truist name.
2017 SunTrust Banks, Inc. All rights reserved.
SunTrust is federally registered service marks of SunTrust