Client Care Specialist
Company: Branch, Banking & Trust Company
Posted on: April 9, 2021
Specific information related to the position is outlined below.
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provide you access to your application information. Need Help?
Should you have a disability and need assistance with the
application process, please request a reasonable accommodation by
emailing Accessibility or by calling 877-891-2510. This email inbox
is monitored for reasonable accommodation requests only. Any other
correspondence will not receive a response.Regular or
Temporary:RegularLanguage 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
calls.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'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'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 equivalent2. Passion for delivering
distinctive client service and helping others3. Demonstrated
exceptional verbal and written communications skills4. Ability to
work with confidential information in a professional manner5.
Ability to adapt to change and work in a fast paced environment6.
Ability to quickly learn bank products and services and apply that
knowledge appropriately7. Ability to process information with a
high degree of accuracy8. Ability to analyze situations fully that
result in accurate and appropriate client resolution9. Ability to
utilize processes, tools and techniques for detecting, addressing
and preventing fraudulent situations10. Ability to concentrate and
follow client issues without distraction11. Ability to work
successfully in a team environment, as well as independently12.
Ability to approach problems logically and rationally13. Action
oriented and self-disciplined14. Ability to maintain composure in
highly emotional situations15. Creative thinker and problem
solver16. Bright, articulate, and detail oriented17. Ability to
empathize with and prioritize client needs18. Ability to speak
fluent English language19. Basic computer navigation skills,
including ability to multi-task and navigate between multiple
systems20. Demonstrated proficiency in basic computer applications,
such as Microsoft Office software products21. Ability to work
flexible hours including nights, weekends and holidays22. Ability
to travel, occasionally overnightDesired Skills:1. Associate's
degree2. Prior client service experience in a call center
environment3. Ability to speak fluent Spanish languageTruist
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 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 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
Keywords: Branch, Banking & Trust Company, Arlington , Client Care Specialist, Other , Arlington, Texas
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