Wholesale Payments Dedicated Support Specialist

Job Summary

Required Qualifications

• •Bachelor's Degree in a business-related field or equivalent education and related training
• •Five years of banking experience, two of which are in a treasury-related role
• •1+ years of in-depth experience with treasury services from a product, sales, technical, or operational perspective
• •Ability to work independently and as a team
• •Well organized
• •Good time management skills
• •Ability to accept multiple time sensitive responsibilities in a sometimes-high pressure environment
• •Maintaining composure and a positive attitude
• •Excellent written and verbal communication skills
• •Ability to communicate professionally over the telephone or in person
• •Ability to write business correspondence as needed
• •Ability to manage daily activities in a fast-paced, changing environment
• •Ability to interact with integrity and a high level of professionalism with all levels of clients, teammates and management
• •Knowledgeable of bank operations, risk and controls, and operational risk management methodologies
• •Proficient in MS Office applications including Word, Excel, and Outlook
• •Proficiency using the Internet
• •Ability to prioritize and manage numerous complex tasks quickly, accurately, and efficiently in a fast-paced environment and under deadline pressure
• •Ability to use good judgment to balance internal needs, internal processes, and a variety of other contingencies/considerations
• •Ability to partner to manage and/or escalate concerns and reduce basic operational, process, and compliance risk
• •Ability to execute with precision and accountability by following policies and procedures
• •Ability to be the resident subject matter expert on the department's software systems and procedures for the implementation, delivery, and support of Deposit and Treasury products
• •Ability to assess and represent complex client requests
• •Ability to gather appropriate information, identify suitable solutions, and determine when issues and concerns must be escalated and/or client expectations managed
• •Ability to deliver high quality work by adhering to service level agreements
• •Ability to document all client interactions in an accurate and timely manner via specified case management tool
• •Ability to monitor and manage queues for service requests submitted through various channels, including case management and Outlook mailboxes
• •Ability to participate in client consultations, as necessary, to enhance sales opportunities or address servicing issues
• •Ability to maintain strong and open partnerships with Sales, Relationship Managers, and other stakeholders to provide mutual feedback on business processes, internal relationships, organizational strengths and opportunities for improvement
• •Ability to routinely contribute to review, update, and establishment of new procedures
• •Ability to provide white glove service to assigned clients by understanding their business, key company contacts, how Treasury Solutions and Deposit services are utilized, preferred communication channels, and desired level of detail and style in responses
• •Ability to listen, analyze and resolve assigned client inquiries
• •Ability to leverage Wholesale Payments knowledge and expertise and utilize the resources available to address and resolve complex level client requests
• •Ability to make responsible decisions and use sound judgment when communicating with clients
• •Ability to provide visibility and transparency to internals regarding request status throughout
• •Ability to use expertise, internal and external business resources to resolve issues effectively and maintain deadlines
• •Ability to routinely assist management in the planning and directing daily processing activities within Client Services to ensure appropriate staffing and production levels are maintained to meet established deadlines
• •Ability to provide distinctive, secure, and successful client experiences by building strong professional working relationships, anticipating client requests, and protecting client information
• •Ability to use discretion and judgment to assess and represent complex client requests
• •Ability to generally cover mid- to large-sized or moderately complex clients, accounts, or internal relationships
• •Ability to support internal teammate inquiries regarding implementation, servicing and fulfillment requests including status updates
• •Ability to perform research on complex issues
• •Ability to facilitate resolutions of client issues with appropriate partners
• •Ability to support clients through multiple communication channels
• •Ability to be the direct point of contact for an assigned portfolio of clients, case, and Outlook email box management
• •Ability to provide best-in-class internal and external client experience
• •Ability to enable Truist to achieve our vision and improve revenue realization
• •Ability to demonstrate ownership and accountability
• •Ability to set the tone and expectation for the client relationship through the high quality of the work performed
• •Ability to coordinate with internal technical and non-technical partners
• •Ability to have expert knowledge of services and processes
• •Ability to have a working knowledge of support software
• •Ability to have English language fluency
• •Ability to work 1st shift (United States of America)

Desired Qualifications

• •Degrees/education in Finance, Accounting, Business, or other related field
• •Experience with case management tool (such as SalesForce)
• •Project management, consulting or management experience
• •Risk management experience