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Truist · 1 day ago

Client Advocacy Partner Support Research Specialist

Greensboro, NC

Full-time

Onsite

Entry, Mid Level

1+ years exp

Truist is a financial services company seeking a Client Advocacy Partner Support Research Specialist who is passionate about enhancing the client experience. The role involves solving client problems, providing exceptional service, and ensuring regulatory compliance while handling escalated client inquiries and issues.

BankingFinanceFinancial Services

H1B Sponsor Likely

Responsibilities

Deliver exceptional client service and a distinctive client experience when providing support to internal and external clients by successfully executing on Truist Purpose, Mission and Values

Handle escalated research from Client Advocacy Escalation Solutions Specialists, Contact Center teammates, Community Bank, Branch Helpline or Executive Leadership within established timeframes

Support client inquiries regarding Health Savings accounts

Support email escalations through company platforms such as Live Engage

Research and report Elder Abuse Cases submitted from the Contact Center

Complete contingency callbacks for Contact Center escalations

Review, research and accurately respond to letters submitted to the Client Advocacy Partner Support mailing address or other Business Units within the bank that are supported by the Client Advocacy Partner Support Research team

Perform research of escalated issues pertaining to losses within the Contact Center and provide feedback to senior leadership

Accurately document coaching opportunities uncovered during research and ensure all feedback is provided to management for follow-up and corrective action, if necessary, in a timely manner

Ensure timely review and responses to feedback from clients participating in the Voice of the Client survey program

Provide support for credit card product and related issues

Accurately address all client questions and concerns with an emphasis on minimal client effort

Ensure the security of client information by performing appropriately defined client authentication for each call received. Assist with minimizing bank losses by ensuring procedures are properly communicated as outlined in the procedural documents

Ensure each complaint is logged with detailed explanation of the issue and the resolution in various databases for tracking, trending, and coaching purposes

Resolve moderately complex bank operational problems within guidelines and policies. Investigate and provide resolution to clients' basic to moderately complex requests to Contact Center, branches and other Business Units

Maintain required performance standards and expectations (e.g. quality, attendance, promptness)

Embrace ongoing personal and professional growth and development by participating in required and voluntary educational opportunities

Assist in the identification of revenue blockers and in the simplification, centralization and/or elimination of processes directly affecting revenues

Identify and correct bank errors and escalate regulatory concerns that pose a risk to the bank

Communicate with internal and external clients and third-parties via telephone, email or other appropriate channels in order to facilitate resolution of the issue. Effectively employ negotiation and problem solving skills to facilitate the appropriate resolution of complaints

Utilize a consultative approach to resolve client issues through educating the clients of bank products and services

Utilize resources to resolve complex issues while working independently with minimum Client Advocacy Partner Support Management oversight

Maintain a thorough working knowledge of all Contact Centers, branch, compliance and system related policies/procedures, on-line screens, and processing flows

Qualification

Client service skillsProblem resolutionFluent EnglishAttention to detailMicrosoft OfficeVerbal communicationWritten communicationFluent SpanishTeam collaborationLeadership qualities

Required

Associates Degree, or equivalent education and related training

One year of experience as a Client Advocacy Escalations & Solutions Specialist or two years of Contact Center Care Specialist experience with demonstrated high quality job performance

Excellent client service skills

Consistent success in effective problem resolution

Ability to appropriately prioritize and organize tasks to meet deadlines

Ability to multi-task in a high volume fast-paced environment

Strong decision-making skills

Effective listening skills

Excellent verbal and written communication skills

Demonstrated proficiency in attention to detail with the ability to process information with a high degree of accuracy

Strong leadership qualities and excellent interpersonal skills

Creative thinker and problem solver

Bright, articulate and detailed oriented

Action oriented and self-disciplined

Ability to maintain composure and professionalism in highly emotional situations

Ability to develop and maintain excellent client relations and display genuine concern for client complaints while working with dedication towards finding solutions

Operational experience to support collaboration with other business units who manage complaint handling

Demonstrated proficiency in basic computer applications, such as Microsoft Office software products

Ability to quickly learn/acquire all necessary platform applications required to perform the job

Ability to speak fluent English language

Ability to function effectively on a team with an off-site manager

Preferred

Skilled in multiple areas (e.g., Care, Digital, Loans, Fraud, Business Care, Credit Card, Business Credit Card, etc.)

Three years of experience in retail lending-related role in the financial services industry

Ability to speak fluent Spanish language

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

Glassdoor3.3

Truist is the sixth-largest commercial bank in the U.S.

Founded in 2019

Charlotte, North Carolina, USA

10001+ employees

https://www.truist.com

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)