Truist Customer Service Team Leader in Greenville, South Carolina
Req ID: R0028739
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Regular or Temporary: Regular Language Fluency: English (Required) Work Shift: 1st shift (United States of America)
Please review the following job description:
Assist supervisor with the management of daily activities of a team of Customer Service Representatives. Ensure the Perfect Client Experience (PCE) is provided by telephone to current and prospective clients while adhering to bank policies and procedures. Promote the organization's products and services. Provide direction and assistance as needed for Customer Service Representatives.
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. 1. Deliver world standard client service by answering telephone inquiries timely, accurately, professionally and courteously. Maintain the required performance standards in quality, occupancy, attendance, promptness, identifying client needs and selling and referring products and services. 2. Handle escalated calls from Customer Service Representatives. 3. Assist with scheduling and coordinating team activities. 4. Provide input into performance appraisal process and hiring decisions. 5. Assume non-supervisory responsibilities of a team leader, which include: exception reporting, updating manuals, assisting associates with telephone inquiries, and assisting with other types of escalations specific to the department. 6. Provide direction and assistance to Customer Service Representatives. 7. Enhance personal and professional growth through participation in required and voluntary training and education. 8. Participate in special promotions and projects as directed by Customer Service Supervisor.
Required Skills and Competencies: 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 in a related field or equivalent education and related training 2. Three years of client service experience 3. Good analytical skills 4. Excellent verbal and written communication skills 5. Excellent problem-solving skills and listening skills 6. Excellent customer service skills 7. Excellent computer navigation and keyboarding skills, including ability to navigate between multiple systems 8. Demonstrated time management skills 9. Ability to work with confidential information in a professional manner 10. Ability to work with minimal supervision 11. Ability and willingness to work a flexible schedule/overtime, as needed 12. Demonstrated proficiency in basic computer applications, such as Microsoft Office software products 13. Ability to travel, occasionally overnight Truist supports a diverse workforce and is an Equal Opportunity Employer who does not discriminate against individuals on the basis of race, gender, color, religion, national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. Drug Free Workplace. Thank you for your interest in Truist! BB&T and SunTrust have come together in a transformational merger of equals to create Truist, the premier financial organization in the country. You may notice references to our legacy company names, BB&T and SunTrust, in places throughout this site. All such references should be understood to refer to Truist moving forward while we continue to transition to the Truist name. EEO is the Law Pay Transparency Nondiscrimination Provision E-Verify
Thank you for your interest in Truist! BB&T and SunTrust have come together in a transformational merger of equals to create Truist, the premier financial organization in the country. You may notice references to our legacy company names, BB&T and SunTrust, in places throughout this site. All such references should be understood to refer to Truist moving forward while we continue to transition to the Truist name.
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