Truist Supervisor, Client Supervisor in Charlotte, North Carolina
Req ID: R0049610
The position is described below. If you want to apply, click the Apply button at the top or bottom of this page. You'll be required to create an account or sign in to an existing one.
If you have a disability and need assistance with the application, you can request a reasonable accommodation. Send an email toAccessibilityor call 877-891-2510 (accommodation requests only; other inquiries won't receive a response).
Regular or Temporary:
Language Fluency: English (Required)
1st shift (United States of America)
Please review the following job description:
Responsible for the supervision of a staff of Case Managers. Establishes individual and team priorities, monitors workflow and customer service efforts of staff. Works with internal departments, including Underwriting and Sales, to ensure overall customer satisfaction to meet departmental quotas and business objectives. Makes or recommends employment, termination, and performance improvement plans, and conducts performance and salary reviews.
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.
Assigns team workload and coordinates staffing needs to ensure cases are processed, issued, and placed in a timely manner while managing customer expectations and satisfaction.
Prioritizes and balances on-going case management workload among staff to maintain service standards
Provides and/or oversees case management on-boarding and training
Responsible for on-going educational and career development of existing staff to include problem/conflict resolution, global knowledge of case processing, and accomplishment of personal objectives
Act as key escalation point for case level concerns
Performs regular audits to ensure cases are processed effectively and service standards are met. Meet with staff regularly to review audit results and coach accordingly.
Work with carriers, producers, sales staff and any other internal staff to respond and resolve escalated case management Client Services issues
Understands client contractual arrangements to best manage account relationships
Actively involved in case management responsibilities on unique, large, and/or complex cases in an effort to aggressively move the case to completion.
Manage the hiring process to include screening potential candidates and conducting interviews. Work with VP to maintain overall staffing levels. • Makes or recommends termination, and performance improvement plans, and conducts performance and salary reviews
Leading regularly scheduled meetings with staff to review sales goals, priority cases, provide general updates and information, and identify opportunities for improvement in process.
Participate and/or facilitate regularly occurring meetings with sales counterparts to help drive business.
Review weekly customer satisfaction surveys and call on any applicable cards. Provide Manager and Sales VP with a summary of calls and take-always.
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.
Effective interpersonal and written communication skills
Ability to provide excellent customer service to both internal and external customers
Effective time management skills
Ability to prioritize and accomplish multiple tasks simultaneously
Capable of working independently as well as in a team environment
Ability to work in a self-directed fashion
Experience with PC's in a Windows environment
Four year college degree in business or a related field or equivalent combination of education and relevant experience
Ability to work without close supervision and to exercise independent judgment and problem solving in a professional area
Demonstrated time management and organizational skills
Strong attention to detail and accuracy
Ability to communicate precisely and professionally in both verbal and written communication with internal and external customers alike
Ability to react to change in a productive and positive manner
Ability and willingness to support team to accomplish team goals
Minimum 1 year experience as Senior Case Manager
Proven leadership ability (credibility with carriers, peers, trust, process review to get things accomplished, using resources effectively)
Solid interdepartmental, carrier, and external customer relationships
High level understanding of all Crump internal departments and how they relate to case management process
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.
EEO is the Law Pay Transparency Nondiscrimination Provision E-Verify
© 2017 SunTrust Banks, Inc. All rights reserved.
SunTrust is federally registered service marks of SunTrust Banks, Inc.