Wholesale Payments Dedicated Support Specialist

Truist; Charlotte (NC); Sur place; USD 55 000 - 75 000; Plein temps

Avantages offerts par ce poste

Medical, dental and vision coverage

Vacation and sick time

401k plan

Competitive compensation

Résumé du poste

Truist seeks a Dedicated Specialist to deliver best-in-class service to Wholesale Payments clients. You will act as the main contact, manage case and Outlook mailboxes, and coordinate with internal partners to resolve inquiries while preserving client trust.

You will research complex issues, escalate when needed, and document all interactions, contributing to revenue realization and client satisfaction in a fast-paced environment.

Qualifications

• High school diploma or equivalent.
• Three years of banking experience, two in a treasury-related role, with 1+ years in-depth experience with treasury services.
• Ability to work independently and as part of a team in a fast-paced environment.
• Excellent written and verbal communication for professional interactions.
• Strong time management and attention to detail in high-pressure settings.
• Integrity and professionalism with clients and colleagues.
• Knowledge of bank operations, risk controls, and MS Office suite.

Responsabilités

• Serve as direct point of contact for a portfolio of Wholesale Payments clients.
• Manage case and Outlook email box operations and client communications.
• Research complex issues and facilitate resolutions with internal partners.
• Escalate when appropriate while managing client expectations.
• Maintain and document client interactions in case management tools.
• Collaborate with Sales, Relationship Managers, and operations to support servicing and fulfillment.
• Prioritize tasks and manage multiple requests under deadlines.

Connaissances

Client communication

Time management

Team collaboration

Problem solving

Attention to detail

Formation

High school diploma or equivalent

Outils

MS Office

SalesForce

Outlook

Description du poste

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

This position embraces the concept of creating an excellent client experience and delivers a high-quality level of service in a professional work environment. The role sets the tone and expectation for the client relationship through the high quality of the work performed and by demonstrating ownership and accountability.

The Dedicated Specialist directs and supports the servicing needs for a portfolio of high value Wholesale Payments clients. This requires coordination with internal technical and non-technical partners, expert knowledge of services and processes, and a working knowledge of support software. Specifically, the role is responsible for: being the direct point of contact for an assigned portfolio of clients, case, and Outlook email box management, supporting clients through multiple communication channels, performing research on complex issues, and facilitating resolutions of client issues with appropriate partners. Additionally, this role uses discretion and judgment to assess and represent client requests, gather appropriate information, identify suitable solutions, and determine when issues and concerns must be escalated and/or client expectations managed. Their overarching goal is to provide a best‑in‑class internal and external client experience, enabling Truist to achieve our vision and improve revenue realization.

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.

• Provide white glove service to assigned clients by understanding their business, key company contacts, how Wholesale payments services are utilized, preferred communication channels, and desired level of detail and style in responses under direct supervision.
• Listen, analyze, and resolve assigned client inquiries. Respond in a professional, timely, and accurate manner by either resolving immediately or escalating appropriately.
• Leverage basic Wholesale Payments knowledge and utilize the resources available to address and resolve client requests.
• Generally assigned small‑ to mid‑sized, less‑complex clients, accounts, projects, or internal relationships
• Provide distinctive, secure, and successful client experiences by building strong professional working relationships, anticipating client requests, and protecting client information.
• Assess requests that are critical and/or beyond the standard resolution process and escalating 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 most issues. May require guidance on more complex judgements.
• Support internal teammate inquiries regarding implementation, servicing and fulfillment requests including status updates.
• Ability to prioritize and manage numerous tasks quickly, accurately, and efficiently in a fast‑paced environment and under deadline pressure.
• Utilize expertise, internal and external business resources to resolve issues effectively and maintain deadlines.
• Provide visibility and transparency to internals regarding request status throughout.
• Use good judgment to balance internal needs, internal processes, and a variety of other contingencies/considerations.
• Partner to manage and/or escalation concerns and reduce basic operational, process, and compliance risk.
• Execute with precision and accountability by following policies and procedures.
• Participate in client consultations, as necessary, to enhance sales opportunities or address servicing issues.
• Monitor and manage queues for service requests submitted through various channels, including case management and Outlook mailboxes.
• 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.

Required Qualifications

• High school diploma or equivalent.
• Three years of banking experience, two of which are in a treasury‑related role), with 1+ years of in‑depth experience with treasury services from a product, sales, technical, or operational perspective.
• Must be able to work independently and as a team, be well organized, display good time management skills and able to accept multiple time sensitive responsibilities in a sometimes high pressure environment, maintaining composure and a positive attitude.
• Excellent written and verbal communication skills supporting a highly professional image with the ability to communicate professionally over the telephone or in person, as well as the ability to write business correspondence as needed.
• Ability to manage daily activities in a fast‑paced, changing environment.
• Make responsible decisions and use sound judgment when communicating with clients.
• Strong organizational skills with the ability to provide consistent attention to detail.
• Ability to interact with integrity and a high level of professionalism with all levels of clients, teammates and management.
• Knowledgeable of bank operations, risk and controls, and operational risk management methodologies.
• Proficient in MS Office applications including Word, Excel, and Outlook, and well as proficiency using the Internet.

Preferred Qualifications

• Degrees/education in Finance, Accounting, Business, or other related field.
• Experience with case management tool (such as SalesForce).
• Project management, consulting or management experience.
• Risk management experience.

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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