Truist Bank Support Specialist 1 in Cookeville, Tennessee
Req ID: R0030703
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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:
Escalation and Support Representatives are responsible for providing comprehensive service for client escalations and support on Consumer, Commercial, Wealth & Investment and other functions, which are elevated from contact center representatives, branches or escalated calls to the Office of the President. Act as client advocates which includes problem recognition, research, and resolution.
Responsible for delivering best in class service via strong verbal and written communication skills and must demonstrate knowledge of our company products, services, systems, policies and operational guidelines. Understands and appropriately executes problem escalation procedures as needed for the most effective and timely resolution to all problems. Participates within an empowered structure and is responsible for maintaining and enhancing operational objectives. Has the ability to identity potential Risks to the organization and responds appropriately. Investigate and provide resolutions to clients’ moderate complex problems to Client Contact Center, branches, and other entities. Track issues to ensure customer problems or complaints have been resolved in a timely manner. Handles calls from teammates with questions regarding procedures, systems, or policies. Assures problem resolution via telephone support. Resolves moderately complex bank operational problems within guidelines and policies. Investigate and provide resolutions to clients’ basic to moderately complex telephone requests to Contact Center, branches, and other entities. Tracks client issues and complaints to ensure they have been resolved in a timely manner. Client First Solutions: Handles 1-2 supported skill sets.
Basic Requirements: - Minimum of one year branch or Contact Center/Operations experience. - Demonstrated ability to act as a source of problem resolution. - Solid background in navigating Branch/Contact Center and other applicable systems; thorough knowledge of branch and Contact Center operational procedures, policies, etc. - Proficient in written and verbal communications and customer service skills. - High school diploma or equivalentcertification.
Preferred Requirements: - College Degree. - Background in supported department/product. - Knowledge of the financial services industry products and processes.
- PWM & CAPS Experience - Preferred 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
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.
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