Default Operations Analyst II

Truist; Lumberton (NC); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k

Paid vacation

Paid holidays

Disability insurance

Life insurance

Job summary

Truist in Lumberton, NC is seeking a Customer Service/Analyst professional to analyze internal processes and assist clients with hardship-related requests, loan modifications, and related support.

The role emphasizes accurate documentation, cross-functional collaboration, and adherence to federal and bank policies while delivering high-quality service.

Qualifications

• High School Education or equivalent. 2+ years of customer service or call center experience.
• Proficiency in basic computer applications such as Microsoft Office.
• Excellent verbal and written communication skills.
• Strong critical thinking for effective problem identification and resolution.
• Strong interpersonal skills to promote teamwork and work independently.
• 2-3 years of successful experience in the assigned functional area.

Responsibilities

• Provide excellent customer service to internal partners and external clients via calls or written correspondence.
• Evaluate requests to determine qualification for assistance and assist teammates with questions.
• Accurately complete documentation and workflow updates in required systems.
• Support department/workflow activities including loan maintenance and follow-up items.
• Minimize risk by complying with regulations, bank policy and procedures.
• Manage assigned tasks and complete with accuracy.
• Use multiple systems to monitor and determine appropriate outcomes.
• Assist manager with workflow duties and training new hires.

Skills

Customer service experience

Communication skills

Basic computer skills

Problem solving

Interpersonal skills

Independent work

Education

High school diploma or equivalent

College/Associate degree preferred

Tools

Microsoft Office

Bank applications knowledge

Job description

Need Help?

If you have a disability and need assistance with the application, you can request a reasonable accommodation. Send an email to Accessibility (accommodation requests only; other inquiries won't receive a response).

Regular or Temporary:

Regular

Language Fluency:

English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

Analyze and evaluate internal systems, procedures or processes of a particular business unit. Use established guidelines, strategies, and tools when reviewing data to make business decisions. Consult with clients experiencing a hardship and work towards a resolution (which may include a loan/line term modification, insurance payment, complaint resolution, etc).

Essential Duties And Responsibilities

• Provide excellent customer service to all internal business partners and external clients by way of inbound/outbound calling and/or written correspondence or monitor these steps with area teammates for accuracy.
• Evaluate client’s request or concerns to determine qualifications for assistance or optimal resolution and assist teammates with questions.
• Accurately complete documentation and workflow updates in all required systems.
• Provide support to department/staff with related workflow activities. Support includes activities such as processing client requests, loan maintenance and required follow-up items.
• Minimize risk by complying with Federal regulations, state laws, Bank policy and Unit procedures. Identify, mitigate or communicate any issues or concerns to appropriate parties.
• Manage assigned tasks and complete with accuracy.
• Leverage multiple systems and business tools to monitor and determine/support appropriate outcomes/actions that may be product specific or supports multiple product types.
• Assist manager with various workflow duties and initiatives, as assigned and support new hire training.

Qualifications

Required Qualifications:

• High School Education or equivalent. 2+ years of customer service or call center experience. Flexibility to adapt to frequently changing processes and procedures.
• Demonstrate proficiency in basic computer applications, such as Microsoft Office software products
• Excellent verbal and written communication skills
• Strong critical thinking skills for effective problem identification and resolution in complex situations
• Strong interpersonal skills to promote teamwork and guide others, but able to work well independently
• 2-3 years of successful experience and knowledge in assigned or similar functional area

Preferred Qualifications:

• College/Associate degree or equivalent work experience
• Strong knowledge of Bank applications and products

General Description of Available Benefits for Eligible Employees of Truist Financial Corporation:

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. For more details on Truist’s generous benefit plans, please visit our Benefits site. Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

Truist is an Equal Opportunity Employer that does not discriminate on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status, or other classification protected by law. Truist is a Drug Free Workplace.

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