The position is described below. If you want to apply, click the Apply Now button at the top or bottom of this page. After you click Apply Now and complete your application, you'll be invited to create a profile, which will let you see your application status and any communications. If you already have a profile with us, you can log in to check status.

Need Help? (https://www.brainshark.com/bbandt/careers-site-faq)

If you have a disability and need assistance with the application, you can request a reasonable accommodation. Send an email to Accessibility (careers@truist.com?subject=Accommodation%20request)

(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:

Bilingual English and Spanish.

Assist Customer Service Supervisor with the management of Teammates and daily activities of a group of Customer Service Representatives. Ensure the Perfect Client Experience (PCE) is provided by telephone to Teammates and Clients while adhering to bank policies and procedures.

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. Provide a high level of customer service to customers and Teammates in support of our Perfect Client Experience (PCE) initiatives.

2. Handle escalated calls from Customer Service Representatives.

3. Provide ongoing training and feedback to teammates to ensure their ability to execute all responsibilities and assist in their understanding of relevant policies and procedures.

4. Coach teammates when required to encourage growth within their position.

5. Assist with scheduling coordinating, and executing team building activities, meetings and other group activities.

6. Provide input into performance appraisal process and hiring decisions.

7. Assist in the resolution and tracking of client complaints.

8. Ensure each complaint is logged on the system with detailed explanation of issue and resolution.

9. Ensure each complaint is routed to appropriate queue for tracking and reporting purposes.

10. Assume non-supervisory responsibilities of a Team Leader, which include: maintaining monthly Key Performance Indicator (KPI) reports for assigned teammates, exception reporting, updating manuals, assisting associates with telephone inquiries, and assisting with other types of escalations specific to the department.

11. Review, identify and confirm eligibility for Service member Civil Relief Act (SCRA) ensuring compliance with all regulatory guidelines, routing to the appropriate queue for tracking, reporting and application of benefits.

12. Enhance personal and professional growth through participation in required and voluntary training and education.

13. Engage with leadership and participate in special promotions and projects as directed by Customer Service Supervisor.

14. Perform other duties as assigned.

QUALIFICATIONS

Required Qualifications:

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. Associate’s degree or equivalent education, training or experience.

2. Two to three years of client service experience.

3. Excellent verbal and written communication skills.

4. Strong decision making and problem solving ability.

5. Strong customer service skills.

6. Demonstrated time management skills.

7. Ability to work with confidential information in a professional manner.

8. Demonstrated proficiency in Microsoft applications; Outlook, Word, Excel and Powerpoint.

9. Ability to work flexible schedule, including overtime as needed.

Preferred Qualifications:

1. Previous customer service or call center experience2.

OTHER JOB REQUIREMENTS / WORKING CONDITIONS

Sitting/Standing/Walking/Bending/Lifting

 Sitting (if checked, indicate frequency)

Constantly (More than 50% of the time)

 Standing (if checked, indicate frequency)

Occasionally (Less than 25% of the time)

 Walking (if checked, indicate frequency)

Frequently (25% - 50% of the time)

 Bending (if checked, indicate frequency)

Occasionally (Less than 25% of the time)

 Lifting (if checked, indicate pounds)

Up to 10 lbs.

 Visual / Audio / Speaking

Able to access and interpret client information received from the computer and able to hear and speak with individuals in person and on the phone.

 Manual Dexterity / Keyboarding

Able to work standard office equipment, including PC keyboard and mouse, copy/fax machines, and printers.

 Availability

Able to work all hours scheduled, including overtime as directed by manager/supervisor and required by business need.

 Travel (Must select one)

Minimal and up to 10%

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 (https://benefits.truist.com/)

. 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 supports a diverse workforce and is an Equal Opportunity Employer that does not discriminate against individuals 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 (https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf)

Pay Transparency Nondiscrimination Provision (https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c.pdf)

E-Verify (https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf)