SHF Client Solutions Specialist I

Truist; Winston-Salem (NC); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401k plan

Pension plan

Paid vacation

Paid holidays

Job summary

Truist in Winston-Salem, NC, seeks a Client Solution Specialist I to perform collections duties. You will work to cure delinquency, negotiate payment plans, and maintain accurate account information in the system. The role requires 1–2 years of collections experience and strong communication skills.

The position offers regular shift schedules with potential overtime and a comprehensive benefits package. Training and compliance expectations are integral to daily tasks.

Qualifications

• High school diploma or equivalent education or experience.
• 1-2 years of collections experience.
• Strong verbal and written communication skills.
• Basic computer skills.
• Ability to work a flexible schedule, including overtime as needed.
• Strong understanding of regulatory requirements surrounding collections.

Responsibilities

• Achieve performance expectations for collection efforts based on individual goals.
• Provide cure plans and negotiate payment arrangements to cure delinquency.
• Disclose all relevant account information accurately and professionally.
• Manage client communications with professionalism and integrity per policies.
• Work accounts according to established procedures and documentation requirements.
• Assist less experienced teammates with difficult accounts.
• Document all collection efforts in the system of record.
• Follow call scripts and quality guidelines.
• Achieve acceptable call monitoring scores and offer cure plans or loan modifications when appropriate.
• Communicate with Client Default Leaders about repossessions and other special cases.
• Process payments, transactions, and workflows accurately.
• Complete CBT courses accurately and timely.

Skills

Verbal and written communication

Basic computer skills

Flexible schedule

Regulatory knowledge

Collections experience

Education

High school diploma or equivalent

1-2 years collections experience

Job description

Regular or Temporary: Regular Language Fluency: English (Required) Work Shift: 1st shift (United States of America)

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. 1. Achieve performance expectations for collection efforts for assigned accounts based upon individual goals and objectives, e.g., a minimum calls per day, contact percentage, promises/calls ratio, promises kept.
2. 2. Provide Clients cure plans and negotiate payment arrangements to cure delinquency, evaluating ability and willingness to pay and accordance with all policies, procedures, guidelines, and training.
3. 3. Disclose all relevant account information to customers accurately, professionally, and in a positive manner.
4. 4. Manage client communications and provide accurate account detail and information with a high level of professionalism and integrity, while following all required compliance and quality expectations.
5. 5. Work accounts thoroughly according to established procedures (including contact attempts, required letters, etc.)
6. 6. Assist less experienced teammates with more difficult collection accounts and client calls.
7. 7. Document all collection efforts in the system of record for each assigned account in accordance with established policies, procedures, and guidelines, which may include relevant system codes.
8. 8. Execute on the established call scripts documented in training, policies, procedures, and guidelines.
9. 9. Achieve acceptable call monitoring scores in each call category. Provide clients with cure plans options as well loan modifications when appropriate according to policy procedure, and guidelines.
10. 10. Communicate regularly with the Client Default Leaders pertaining to repossessions, potential loss, inquires, complaints, and other calls that require special handling.
11. 11. Accurately process payments, transactions, and workflows.
12. 12. Complete all required Computer Based Training (CBT) courses accurately and timely.

QUALIFICATIONS

Required Qualifications

• 1. High school diploma or equivalent education and related training or experience
• 2. One to two years of collections experience
• 3. Consistently exceed production performance of peer group on goals established for Client Solution Specialist I
• 4. Strong understanding of systems and products across Client Default Solutions
• 5. Strong verbal and written communication skills
• 6. Basic computer skills
• 7. Ability to work flexible schedule, including overtime as needed.
• 8. Strong understanding of all regulatory requirements surrounding collections

Preferred Qualifications

• 1. Bilingual
• 2. Previous lending or call center experience
• 3. Previous client service, collections, or sales experience

Employee 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.
• 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.

EEO & Policies

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. EEO is the Law E-Verify IER Right to Work

Truist is a purpose-driven financial services company, formed by the historic merger of equals of BB&T and SunTrust. We serve clients in a number of high-growth markets in the country, offering a wide range of financial services. At Truist, our purpose is to inspire and build better lives and communities. That happens through real care to make things better. To meet client needs, to empower teammates, and to lift up communities. Learn more about Truist on truist.com.