Truist Care Center Team Leader English/Spanish 

United States, Texas, Arlington 

131565167

ESSENTIAL DUTIES AND RESPONSIBILITIES

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.2. Follow structured coaching to develop teammates to provide clients quality service for immediate needs and solutions for the future.
5. Investigate and provide recommendations/actionable insights to Care Center Manager to make informed decisions to contribute to team success.
6. Through coaching and observation, identify and correct procedural errors and escalate concerns that pose a risk to the bank.
7. Follow established policies, procedures, guidelines, regulations, and laws to protect both our clients and Truist from any unnecessary risk.
8. Embrace ongoing personal and professional growth and development by participating in required and voluntary educational opportunities, business resource group (BRG) activities and other work-related activities.

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 degree, or equivalent education and related training or experience
2. Three years of client contact center experience or three years of combined leadership experience in a supervisory or escalation support role
3. Thorough knowledge of branch and/or contact center procedures, policies, etc.
4. Proficiency in computer applications (e.g. Windows, Microsoft Office, Excel), technical skills, interpersonal abilities, problem-solving skills and ability to work efficiently across multiple platforms
5. Proficiency in written and verbal communications (including grammar and spelling)
6. Satisfies regulatory requirements for holding the position, including meeting the qualification standards imposed by the Loan Originator Compensation rule of the Truth in Lending Act

Preferred Qualifications:
1. Mastery of all required minimum skills, including completion of skills-based care center training, for assigned team
2. Experience in leading, coaching, and developing a team to identify and offer products/solutions to meet client needs
3. Five years contact center leadership experience
4. Bachelor’s degree