Wholesale Client Support Specialist

About This Role

This role provides ongoing support to internal teammates and external commercial clients for all Wholesale Payments products and services under moderate supervision. It involves giving telephone and email guidance and assistance to maximize efficiency and utilize all available resources in achieving desired results and expectations. The specialist is responsible for client service or support related to Wholesale Payments requests, response to and resolution of general technical issues, and research of general service issues.

Responsibilities

• Research and respond to all internal/external client inquiries through appropriate channels in a high quality, timely and efficient manner while providing accurate information or appropriate guidance
• Adhere to department standards documenting all client interactions in an accurate and timely manner via appropriate workflow systems
• Identify opportunities to engage internal teammates to provide value-added solutions to clients
• Listen, analyze, and resolve assigned client inquiries
• Respond in a professional, timely, and accurate manner by either resolving immediately or escalating appropriately
• Maintain a basic working knowledge of Wholesale Payments Services/Products while participating in trainings to stay proficient including product knowledge, systems, processes, procedures, and guidelines
• Provide distinctive, secure, and successful client experiences by building strong professional working relationships, anticipating client requests, and protecting client information
• Identify and communicate recommendations with management and training personnel to ensure efficiency of new releases and/or system enhancements as they pertain to supporting the client as well as teammates
• Work with other teammates and/or teams to resolve least complex client requests and issues by submitting cases/tickets and escalating to management if needed
• Maintain a high degree of quality in all work efforts as defined by service standards and service level agreements
• Identify areas of self-improvement to enhance quality and productivity and take appropriate actions to increase work performance
• Maintain quality client experiences through phone and email interactions executing the attributes and behaviors as designated for Truist
• Communicate and elevate concerns, risks, or gaps as soon as possible to the appropriate parties to control and mitigate risks in a manner consistent with Truist’s risk standards
• Adhere to authentication procedures consistent with Wholesale Payments Client Authentication standards for all incoming requests from client (external) and teammates (internal)
• Assess requests that are critical and/or beyond the standard resolution process and elevates appropriately to support a timely resolution
• Deliver high quality work by adhering to service level agreements