Escalated Complaint Resolution Specialist
Share
Job Location:
Richmond, VA - USA
Monthly Salary:
Not Disclosed
Posted on:
7 days ago
Vacancies:
1 Vacancy
Job Summary
The position is described below. If you want to apply click the Apply Now button at the top or bottom of this page. After you click Apply Now and complete your application youll be invited to create a profile which will let you see your application status and any communications. If you already have a profile with us you can log in to check status.
If you have a disability and need assistance with the application you can request a reasonable accommodation. Send an email to Accessibility (accommodation requests only; other inquiries wont receive a response).
Regular or Temporary:
RegularLanguage Fluency: English (Required)
Work Shift:
1st shift (United States of America)Please review the following job description:
Review and analyze a submitted complaint case prior to contacting the client or authorized third party to acknowledge receipt and provide the case number to a client as well as obtain additional information. Contact the client to provide updates and the final resolution once a case has been resolved if required.1. Deliver exceptional client service through clear and concise verbal communication to address a clients concerns in a professional and empathetic manner.
2. Ensure all cases adhere to regulatory and compliance standards.
3. Maintain required performance standards (e.g. quality productivity and service level agreement requirements).
4. Ensure the security of client information by retrieving the client authorization for each client and escalating to the appropriate area if required.
5. Identify possible identity theft and fraud by engaging risk mitigation protocols.
6. Ensure that if applicable a task is opened completed and the various systems are documented to support the research and resolution.
7. Actively engage in providing feedback to management in order to improve communications and business processes.
8. Assist in the resolution and tracking of client complaints by ensuring each complaint is logged with detailed explanation of the issue and its resolution if necessary.
9. Embrace ongoing personal and professional growth and development by participating in required and voluntary educational opportunities and onsite meetings/conference calls.
10. Execute all interactions with clients based on Truists Purpose Mission and Values.
11. Escalate complaint related trends and concerns to management as needed.
QUALIFICATIONS
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
2. Two or more years of client service experience in a call center environment
3. Ability to articulate details to clients and authorized third parties verbally
4. Ability to work with confidential information in a professional manner
5. Ability to adapt to change and work in a fast paced environment
6. Ability to quickly learn bank and/or mortgage products and services and apply that knowledge appropriately
7. Ability to process information with a high degree of accuracy
8. Ability to analyze situations fully that result in accurate and appropriate client resolution
9. Ability to utilize procedures tools and techniques for detecting addressing and preventing fraudulent situations
10. Ability to work successfully in a team environment as well as independently
11. Ability to approach problems logically and rationally
12. Ability to maintain composure in highly emotional situations
13. Creative thinker and problem solver
14. Self-disciplined self-starter and detail oriented
15. Ability to empathize with and prioritize client needs
16. Basic computer navigation skills including ability to multi-task and navigate between multiple systems
17. Demonstrated proficiency in basic computer applications such as Microsoft Office software products
18. Ability to appropriately prioritize and organize tasks to meet deadlines
1. Associates degree or equivalent education and related training
General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits though eligibility for specific benefits may be determined by the division of Truist offering the offers medical dental vision life insurance disability accidental death and dismemberment tax-preferred savings accounts and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment along with 10 sick days (also prorated) and paid holidays. For more details on Truists generous benefit plans please visit our Benefits site. Depending on the position and division this job may also be eligible for Truists defined benefit pension plan restricted stock units and/or a deferred compensation plan. As you advance through the hiring process you will also learn more about the specific benefits available for any non-temporary position for which you apply based on full-time or part-time status position and division of work.
Truist is an Equal Opportunity Employer that does not discriminate on the basis of race gender color religion citizenship or national origin age sexual orientation gender identity disability veteran status or other classification protected by law. Truist is a Drug Free Workplace.
Required Experience:
IC
About Company
Your journey to better banking starts with Truist. Checking and savings accounts, credit cards, mortgages, small business, commercial banking, and more.
