Truist · 1 month ago
WP - Client Support Specialist I - Bilingual Preferred - Tempe, AZ
Tempe AZ - 1700 North Desert Drive
Full-time
Onsite
Entry Level
2+ years expTruist is a financial organization seeking a Client Support Specialist I who will provide ongoing support to internal teammates and external commercial clients for all Wholesale Payments products and services. The role involves researching and resolving client inquiries, maintaining high-quality service standards, and ensuring adherence to procedures and performance metrics.
BankingFinanceFinancial Services
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 and works under direct supervision
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 our 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
Works with other teammates and/or teams to resolve least complex client requests and issues by submitting cases/tickets and escalate 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 escalate 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 escalate appropriately to support a timely resolution
Deliver high quality work by adhering to service level agreements. Document all client interactions in an accurate and timely manner via specified case management tool
Exhibit ownership and accountability when resolving issues which may require guidance
Partner to manage and/or escalate concerns and reduce basic operational, process, and compliance risk
May be asked to contribute to review, update, and establishment of new procedures
Maintain transactional partnerships with Sales, Relationship Managers, and other stakeholders to provide mutual feedback on business processes and opportunities for improvement
Qualification
Required
High school diploma or equivalent
Two years of banking experience, preferred call center or equivalent phone-related experience
Must be able to work independently, be well organized, versatile, and display good time management skills in a sometimes-high pressure environment, maintaining composure and a positive attitude
Excellent written and oral communication skills that support a highly professional image with the ability to write business correspondence and communicate professionally over the telephone
Ability to adapt to and function in a changing environment
Must be able to make responsible decisions and use sound judgment when communicating with our clients
Ability to manage daily activities with a moderate degree of supervision
Proficient in MS Office applications including Word, Excel, and Outlook, and well as proficiency using the Internet
Preferred
Bachelor's degree or equivalent education and related training
Two years of call center experience, or equivalent phone-related experience
Experience with case management tool (such as SalesForce)
Project management, consulting or management experience
Risk management experience
Benefits
Medical
Dental
Vision
Life insurance
Disability
Accidental death and dismemberment
Tax-preferred savings accounts
401k plan
Vacation
Sick days
Paid holidays
Defined benefit pension plan
Restricted stock units
Deferred compensation plan
Company
Truist
Truist is the sixth-largest commercial bank in the U.S.
10001+ employees
H1B Sponsorship
Truist has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (313)
2024 (247)
2023 (288)
2022 (275)
2021 (278)
2020 (270)
Funding
Current Stage
Late StageTotal Funding
unknown2021-01-01Seed
Leadership Team
Michael Maguire
Chief Financial Officer
James Cordovana
SVP of Cloud Security Enterprise Architect
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