Truist Service Coach I - Consumer Care in Wilson, North Carolina
Req ID: R0046608
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Regular or Temporary:
Language Fluency: English (Required)
1st shift (United States of America)
Please review the following job description:
Service Coach support Service Team Manager with the coaching and development of teammates within the team. Coaches review individual teammate and team performance to uncover core behaviors that are responsible for driving performance metrics. Engage in one-on-ones, as well as with groups of teammates to drive change and deepen skill levels on the team.
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.
Schedule and conduct structured coaching sessions, side-by-sides and silent monitoring to improve teammate development in service quality performance, compliance to established policies and moving client service needs to solutions.
Able to work independently, make decisions regarding appropriate coaching for teammate development, efficient time management skills and careful attention to detail.
Partner with Service Team Manager to handle administrative tasks, including performance reviews, teammate selection and performance coaching.
Handle client escalations: To include research, documentation, complaints management, client call backs, coaching and develop teammates in de-escalation skills.
Special projects when needed by the LOB and/or Leadership.
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.
High School Diploma, or equivalent education and related training or experience
One year of Client Contact Center or Truist experience with demonstrated leadership skills.
Experience providing customer service and/or identifying service to sales opportunities.
Skills: Proficiency in Computer Applications (Windows, MS Office, etc.), Technical, Interpersonal, Problem Solving and ability to work efficiently across multiple platforms.
Strong written and verbal communications (including grammar and spelling). Bilingual Specialty job requisitions require fluency in both Spanish and English.
Satisfies regulatory requirements for holding the position, including meeting the qualification standards imposed by the Loan Originator Compensation rule of the Truth in Lending Act
Background in supported department/product.
Prior experience working in a call center or high volume/fast-paced work environment.
Associate's degree in relevant banking/business field.
Prior experience in referring products, solutions etc. to clients.
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.
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