Sheffield Customer Service Specialist II

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Regular or Temporary:

Regular

Language Fluency:  English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

Ensure the Perfect Client Experience (PCE) is provided by telephone to current and prospective clients while adhering to bank policies and procedures. Promote the organization\'s products and services.

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 world standard client service working in an inbound call center environment.

• a.    Handle customer inquiries through the life cycle of loan from boarding through payoff and release of lien or title;
• b.    Maintain an understanding and ability to follow Bank and internal policies and procedures;
• c.    Process payments for call in customers via credit card and checking/savings accounts;
• d.    Understanding of installment lending; how to read loan account histories including payment application, payment postings/ reversals, fee assessment, payoffs on multiple collateral;
• e.    Ability to meet departmental metrics; i.e. calls handled per hour, maintain efficient after call time;
• f.    Ability to work evenings and weekends.

2.    Solve a variety of customer issues including being first line of assistance for escalated calls and complaints.
3.    Maintain the required performance standards in work quality including but not limited to the duties outlined below:

• a.    Perform routine loan account maintenance: accurately updating address, phone numbers, email addresses, processing customer due date changes;
• b.    Address research and processing for returned customer mail;
• c.    Respond to internal customer service related questions;
• d.    Reset customer account, email password and login ID on the web;
• e.    Walk customers through online account setup and maintenance;
• f.    Ability to effectively respond to customers inquiries regarding products and services.

4.    Perform to meet call-grading standards.
5.    Assist in marketing to clients the usage of web functions, recurring Automated Clearing House (ACH), etc.
6.    Additional responsibilities may include:

• a.    Respond to customers e-mail request using appropriate template;
• b.    Facilitate clients recurring ACH requests;
• c.    Various clerical tasks as business needs require.

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.    High School Diploma, or equivalent education and related training or experience
2.    One year of experience in a customer service role or related client contact

3.    Excellent verbal and written communication skills
4.    Ability to work with confidential information in a professional manner
5.    Demonstrated proficiency in basic computer applications, such as Microsoft Office software products

Preferred Qualifications:
1.    Bi-lingual (Spanish)
2.    Experience within the banking and/or finance industries

Work Schedule: 3 days 10-7, 1 day 8-7, Friday 8-6 and every other Saturday 9-3

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