Client Contact Center Messaging Specialist

Truist | Cookeville, TN


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Regular or Temporary:

Language Fluency: English (Required)

Work Shift:
1st shift (United States of America)

Please review the following job description:

Messaging Specialist is responsible for responding to secure and non-secure inquires initiated by prospects and Truist clients through messaging platform. Inquiries can be initiated from, Online Banking, and/or the New Account Center. Nature of inquiries is both service and sales focused, including account servicing, general shopping and browsing, online banking support, and assistance with completing an online product application.

*** This position may be remote after required ONSITE training. If you are currently a Remote TCC Teammate, you will remain remote. If you are onsite you will move to remote in the future.

***Teammates must be located within a 1-hour drive from our Call Center in Cookeville, TN. ***

***Contact center hours are 7am-7pm CST Mon-Fri & 7-4pm CST on Saturday. Must be available to work any 8 hour shift.

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. Teammate is responsible for service and sales.
a. Provide industry leading, personalized service to all clients by building rapport and providing timely
solutions and/or alternatives for client needs through a messaging platform.
b. Interact with new and existing Truist Consumer clients via messaging platform to find solutions to deepen their banking relationship. Teammate will open, refer or take application for solution at the direction of the client. (Banking solutions could include changing of account types, the opening of new accounts such as demand deposits, time deposits, credit cards, balance transfers, new loans/lines of credit e.g. mortgage referrals, secured and unsecured lending or refinancing existing loans for more competitive rates or payments, etc.)
c. Maintain required performance standards in quality and productivity while meeting client needs.
2. Follow established policies, procedures, guidelines, regulations and laws to protect both our clients and Truist from any unnecessary risk.
3. Performs administrative tasks as it relates to following up with clients on identified financial solutions, includes follow up emails and calls.
4. Teammates interact with multiple clients simultaneously.

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. High School Diploma, or equivalent education and related training or experience
2. One year of sales and/or service experience
3. Ability to support multiple client needs at the same time
4. Skills: Proficiency in Computer Applications (Windows, MS Office, etc.), Technical, Interpersonal, Problem Solving 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

7. Must be federally registered through the NMLS Registry within 30-days of employment in this role, including new or transfer of registration and applicable criminal background check, as imposed by the SAFE Act regulation. Successful candidates must also meet ongoing regulatory requirements.

Preferred Qualifications:
1. Experience providing customer service and/or identifying service to sales opportunities and/or selling products and services
2. Minimum 1 year Contact Center sales and/or service experience
3. Basic knowledge of Truist products, services and processes
4. Familiar with bank systems/applications used to provide sales and service support in a chat environment
5. College degree or equivalent work experience

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.

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October 6, 2022