Customer Service Representative I - II

Job Title

Provide our clients with exceptional customer service by a variety of channels to internal and external clients accurately, professionally, and courteously, while adhering to bank policies and procedures. Handles a variety of basic mortgage servicing inquiries, identifying client needs to open/refer products and services.

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.

• Answer inbound client calls timely, accurately, professionally and courteously. Maintain required performance standards in quality, attendance, promptness and identifying client needs.
• Assist in the resolution of client needs. Ensure the security of client information and assist with minimizing bank losses by performing client authentication on each inquiry.
• Identify possible identity theft and fraud and escalate as appropriate. Accurately identify and track the call reason for solving client needs, support ongoing teammate training, forecasting and trending purposes.
• Engage with clients to understand their needs and leverage Truist products and services to best meet client expectations.

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.

• High school diploma or GED
• Strong communication (verbal and written) and interpersonal skills to fully identify client need's and resolve them with minimal client effort
• Ability to work with confidential information in a professional manner
• Ability to adapt to change and work in a fast paced environment
• Basic computer navigation and keyboarding skills, including ability to multi-task wand navigate between multiple systems

Note:

Candidate needs to be able to work between the hours of 8am-8pm, M-F, Saturday, 9am-3pm, as schedules may vary.

The schedule being offered is 11am-8pm.

Preferred Qualifications: Prior customer service experience in a call center environment

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 position. Truist 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 Truist's generous benefit plans, please visit our Benefits site.

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.