Association Services Client Services Representative II(Not remote position)

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Regular or Temporary:

Regular

Language Fluency:  English (Required)

Spanish

Work Shift:

1st shift (United States of America)

Please review the following job description:

Provide the perfect client experience to external clients (e.g. management companies, associations and homeowners) and internal business units. Work as a Client Services team member to ensure service standards are met for the client in a non-facing environment. Assist with general banking inquiries, processing of financial service requests and provide client problem resolution while adhering to Bank policies and procedures. Handle incoming and outgoing telephone calls and emails in a professional and courteous manner.

This is an in office position at our office in Clearwater, FL

Essential Duties and Responsibilities

Enroll new Association Pay (ACH) client accounts in the Web Plus system and assist with daily verification. Process amount, account changes and cancellations of Association Pay homeowner records in Web Plus.

Process Returns using the electronic file received from ACH Operations; debit association accounts, and process adjustments as needed.

Prep, enter and balance accurately all Association Pay (ACH) authorizations as necessary to ensure payments post to the correct account and by the required deadlines.

Handle a high-volume of incoming telephone calls and emails from homeowners, associations, management companies, and teammates; answer questions and provide solutions.  Complete various research requests in payment posting and return items via ACH, Echeck or AR Box. Return calls and emails within a timely manner even if it is just to provide an update that the request is being worked on.

Process new accounts in the Web Plus system. Process requests to transfer association accounts from one management company to another and ensure all records transfer properly.

Assist with answering basic Web Vault telephone calls related to password resets, Coupon Stop Payments and general Association Pay questions.

Process payments daily received for Coupon/Statement orders from management companies and self-managed associations.

Process Coupon Stop payments; apply charges to appropriate association account and provide copies of transaction to client.  

As First Line of Defense, maintain a strong working knowledge of bank policy, standards and procedures.

Qualifications

Required Qualifications:

High School diploma or equivalent

Three (3) years of client service and operational experience in financial industry

Working knowledge of overall bank operations, payment processing and regulatory requirements 

Adapt to and function in a changing environment

Evaluate information, compare to bank policy & procedures, internal processes, assess client need, weigh the risk and determine an equitable solution

Manage a high volume of calls and emails

Above average organizational and interpersonal skills

Excellent written and verbal communication skills required to handle frequent contact with both internal and external clients

Demonstrated proficiency with computer applications, such as Microsoft Office products.

Preferred Qualifications:

ACH experience

Bilingual- Spanish

Truist 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&T 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&T 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.