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Supervisor, Client Services

2 months ago

Charlotte, North Carolina, United States Truist Inc Full time

Job Summary: We are seeking a highly skilled and experienced Supervisor, Client Services to join our team at Truist Inc. As a key member of our Client Services team, you will be responsible for supervising a team of Case Managers, establishing individual and team priorities, and ensuring overall customer satisfaction.

Key Responsibilities:

  • Assigns team workload and coordinates staffing needs to ensure cases are processed, issued, and placed in a timely manner while managing customer expectations and satisfaction.
  • Prioritizes and balances on-going case management workload among staff to maintain service standards.
  • Provides and/or oversees case management on-boarding and training.
  • Responsible for on-going educational and career development of existing staff to include problem/conflict resolution, global knowledge of case processing, and accomplishment of personal objectives.
  • Act as key escalation point for case level concerns.
  • Performs regular audits to ensure cases are processed effectively and service standards are met. Meet with staff regularly to review audit results and coach accordingly.
  • Work with carriers, producers, sales staff and any other internal staff to respond and resolve escalated case management Client Services issues.
  • Understands client contractual arrangements to best manage account relationships.
  • Actively involved in case management responsibilities on unique, large, and/or complex cases in an effort to aggressively move the case to completion.
  • Manage the hiring process to include screening potential candidates and conducting interviews. Work with VP to maintain overall staffing levels.
  • Makes or recommends termination, and performance improvement plans, and conducts performance and salary reviews.
  • Leading regularly scheduled meetings with staff to review sales goals, priority cases, provide general updates and information, and identify opportunities for improvement in process.
  • Participate and/or facilitate regularly occurring meetings with sales counterparts to help drive business.
  • Review weekly customer satisfaction surveys and call on any applicable cards. Provide Manager and Sales VP with a summary of calls and take-aways.

Requirements:

  • Effective interpersonal and written communication skills.
  • Ability to provide excellent customer service to both internal and external customers.
  • Effective time management skills.
  • Ability to prioritize and accomplish multiple tasks simultaneously.
  • Capable of working independently as well as in a team environment.
  • Ability to work in a self-directed fashion.
  • Experience with PCs in a Windows environment.
  • Four-year college degree in business or a related field or equivalent combination of education and relevant experience.
  • Ability to work without close supervision and to exercise independent judgment and problem solving in a professional area.
  • Demonstrated time management and organizational skills.
  • Strong attention to detail and accuracy.
  • Ability to communicate precisely and professionally in both verbal and written communication with internal and external customers alike.
  • Ability to react to change in a productive and positive manner.
  • Ability and willingness to support team to accomplish team goals.
  • One year of experience as Senior Case Manager.
  • Proven leadership ability (credibility with carriers, peers, trust, process review to get things accomplished, using resources effectively).
  • Solid interdepartmental, carrier, and external customer relationships.
  • High level understanding of all Crump internal departments and how they relate to case management process.