Default Operations Analyst II

Customer Service Representative

Analyze and evaluate internal systems, procedures or processes of a particular business unit. Use established guidelines, strategies, and tools when reviewing data to make business decisions. Consult with clients experiencing a hardship and work towards a resolution (which may include a loan/line term modification, insurance payment, complaint resolution, etc).

Essential Duties and Responsibilities:

1. Provide excellent customer service to all internal business partners and external clients by way of inbound/outbound calling and/or written correspondence or monitor these steps with area teammates for accuracy.
2. Evaluate client's request or concerns to determine qualifications for assistance or optimal resolution and assist teammates with questions.
3. Accurately complete documentation and workflow updates in all required systems.
4. Provide support to department/staff with related workflow activities. Support includes activities such as processing client requests, loan maintenance and required follow-up items.
5. Minimize risk by complying with Federal regulations, state laws, Bank policy and Unit procedures. Identify, mitigate or communicate any issues or concerns to appropriate parties.
6. Manage assigned tasks and complete with accuracy.
7. Leverage multiple systems and business tools to monitor and determine/support appropriate outcomes/actions that may be product specific or supports multiple product types.
8. Assist manager with various workflow duties and initiatives, as assigned and support new hire training.

Qualifications:

• High School Education or equivalent.
• 2+ years of customer service or call center experience. Flexibility to adapt to frequently changing processes and procedures.
• Demonstrate proficiency in basic computer applications, such as Microsoft Office software products
• Excellent verbal and written communication skills
• Strong critical thinking skills for effective problem identification and resolution in complex situations
• Strong interpersonal skills to promote teamwork and guide others, but able to work well independently
• 2-3 years of successful experience and knowledge in assigned or similar functional area

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. Depending on the position and division, this job may also be eligible for Truist's 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.