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Care Center Team Leader

2 months ago

Greensboro NC USA, United States Truist Full time
Job Summary

We are seeking a highly motivated and experienced Care Center Team Leader to join our team at Truist. As a Care Center Team Leader, you will be responsible for fostering an environment that delivers exceptional client service and drives revenue growth.

Key Responsibilities
  • Lead with Purpose: Lead with Truist's Purpose, Mission, and Values to deliver care through exceptional client service and create a differentiating client experience.
  • Develop Teammates: Follow structured coaching to develop teammates to provide clients with quality service for immediate needs and solutions for the future.
  • Advocate for Clients: Act as a teammate and client advocate by acting as a conduit between clients, client center subject matter experts, operations, complaints, and technical teams to improve procedures, policies, systems.
  • Manage Team Performance: Manage care center teammates, inclusive of performance and development, time tracking, corrective action, and termination. Ensure equal accountabilities for all teammates.
  • Investigate and Provide Recommendations: Investigate and provide recommendations/actionable insights to Care Center Manager to make informed decisions to contribute to team success.
  • Correct Procedural Errors: Through coaching and observation, identify and correct procedural errors and escalate concerns that pose a risk to the bank.
  • Follow Established Policies: Follow established policies, procedures, guidelines, regulations, and laws to protect both our clients and Truist from any unnecessary risk.
Qualifications
  • Education: Associate degree, or equivalent education and related training or experience.
  • Experience: Three years of client contact center experience or three years of combined leadership experience in a supervisory or escalation support role.
  • Skills: Thorough knowledge of branch and/or contact center procedures, policies, etc. 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.
  • Communication: Proficiency in written and verbal communications (including grammar and spelling).
  • Regulatory Requirements: 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
  • Mastery of Skills: Mastery of all required minimum skills, including completion of skills-based care center training, for assigned team.
  • Leadership Experience: Experience in leading, coaching, and developing a team to identify and offer products/solutions to meet client needs.
  • Additional Education: Bachelors degree.
Benefits

Truist offers a comprehensive benefits package to eligible employees, including medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays.

Equal Employment Opportunity

Truist supports a diverse workforce and is an Equal Opportunity Employer that does not discriminate against individuals on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. Truist is a Drug Free Workplace.