Truist Service Finance Customer Team Lead - English/Spanish 

United States, Texas, Arlington 

983778298

Regular or Temporary:

English (Required)

1st shift (United States of America)
Please review the following job description:*Bilingual English and Spanish.*

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.

1. Provide a high level of customer service to customers and Teammates in support of our Perfect Client Experience (PCE) initiatives.
2. Handle escalated calls from Customer Service Representatives.
3. Provide ongoing training and feedback to teammates to ensure their ability to execute all responsibilities and assist in their understanding of relevant policies and procedures.
4. Coach teammates when required to encourage growth within their position.
5. Assist with scheduling coordinating, and executing team building activities, meetings and other group activities.
6. Provide input into performance appraisal process and hiring decisions.
7. Assist in the resolution and tracking of client complaints.
8. Ensure each complaint is logged on the system with detailed explanation of issue and resolution.
9. Ensure each complaint is routed to appropriate queue for tracking and reporting purposes.
10. Assume non-supervisory responsibilities of a Team Leader, which include: maintaining monthly Key Performance Indicator (KPI) reports for assigned teammates, exception reporting, updating manuals, assisting associates with telephone inquiries, and assisting with other types of escalations specific to the department.
11. Review, identify and confirm eligibility for Service member Civil Relief Act (SCRA) ensuring compliance with all regulatory guidelines, routing to the appropriate queue for tracking, reporting and application of benefits.
12. Enhance personal and professional growth through participation in required and voluntary training and education.
13. Engage with leadership and participate in special promotions and projects as directed by Customer Service Supervisor.
14. Perform other duties as assigned.

QUALIFICATIONS
Required 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.

1. Associate’s degree or equivalent education, training or experience.
2. Two to three years of client service experience.
3. Excellent verbal and written communication skills.
4. Strong decision making and problem solving ability.
5. Strong customer service skills.
6. Demonstrated time management skills.
7. Ability to work with confidential information in a professional manner.
8. Demonstrated proficiency in Microsoft applications; Outlook, Word, Excel and Powerpoint.
9. Ability to work flexible schedule, including overtime as needed.

Preferred Qualifications:
1. Previous customer service or call center experience2.
OTHER JOB REQUIREMENTS / WORKING CONDITIONS