Wholesale Payments Client Success Specialist

Truist; Oak Ridge (FL); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401k plan

Vacation time

Sick days

Paid holidays

Job summary

Truist is seeking a Wholesale Payments Support Specialist in Florida to assist internal teammates and external clients with a range of Wholesale Payments products and services. You will handle inquiries by phone and email, document interactions, and strive to deliver secure, high-quality client experiences.

Under moderate supervision, you will monitor performance metrics, follow procedures, and collaborate with Sales and Relationship Managers to identify efficiencies and improve service outcomes

Qualifications

• High school diploma or equivalent.
• Two years of banking experience, preferred call center or equivalent phone-related experience
• Excellent written and oral communication skills that support a highly professional image with the ability to write business correspondence and communicate professionally over the telephone.
• Ability to adapt to and function in a changing environment.
• Must be able to make responsible decisions and use sound judgment when communicating with our clients.
• Proficient in MS Office applications including Word, Excel, and Outlook, and well as proficiency using the Internet.

Responsibilities

• 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 and works under direct supervision.
• Adhere to department standards documenting all client interactions in an accurate and timely manner via appropriate workflow systems.
• 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 basic 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.
• Works with other teammates and/or teams to resolve least complex client requests and issues by submitting cases/tickets and escalated 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 elevate 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 requests that are critical and/or beyond the standard resolution process and elevates 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 which may require guidance.
• Partner to manage and/or elevate concerns and reduce basic operational, process, and compliance risk.
• May be asked to contribute to review, update, and establishment of new procedures.
• Maintain transactional partnerships with Sales, Relationship Managers, and other stakeholders to provide mutual feedback on business processes and opportunities for improvement.

Skills

Verbal and written communication

Time management

Problem solving

Independent work

Microsoft Office

Customer service experience

Education

High school diploma or equivalent

Bachelor’s degree (preferred)

Tools

Salesforce

Case management tools

Job description

Truist is seeking a Wholesale Payments Support Specialist in Florida to assist internal teammates and external clients with a range of Wholesale Payments products and services. You will handle inquiries by phone and email, document interactions, and strive to deliver secure, high-quality client experiences.

Under moderate supervision, you will monitor performance metrics, follow procedures, and collaborate with Sales and Relationship Managers to identify efficiencies and improve service outcomes