SHF Client Solutions Specialist II

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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:

Collect delinquent accounts according to the agreed upon collection strategies while adhering to all collection policies, procedures, and guidelines. Provide exceptional client service to all customers by being transparent, positive, and treating customers the way we want to be treated.

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. Achieve performance expectations for collection efforts for assigned accounts based upon individual goals and objectives, e.g., a minimum calls per day, contact percentage, promises/calls ratio, promises kept.

2. Provide Clients cure plans and negotiate payment arrangements to cure delinquency, evaluating ability and willingness to pay and accordance with all policies, procedures, guidelines, and training.

3. Disclose all relevant account information to customers accurately, professionally, and in a positive manner.

4. Manage client communications and provide accurate account detail and information with a high level of professionalism and integrity, while following all required compliance and quality expectations.

5. Work accounts thoroughly according to established procedures (including contact attempts, required letters, etc.)

6. Assist less experienced teammates with more difficult collection accounts and client calls.

7. Document all collection efforts in the system of record for each assigned account in accordance with established policies, procedures, and guidelines, which may include relevant system codes.

8. Execute on the established call scripts documented in training, policies, procedures, and guidelines.

9. Achieve acceptable call monitoring scores in each call category. Provide clients with cure plans options as well loan modifications when appropriate according to policy procedure, and guidelines.

10. Communicate regularly with the Client Default Leaders pertaining to repossessions, potential loss, inquires, complaints, and other calls that require special handling.

11. Accurately process payments, transactions, and workflows.

12. Complete all required Computer Based Training (CBT) courses accurately and timely.

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. High school diploma or equivalent education and related training or experience

2. One to two years of collections experience

3. Consistently exceed production performance of peer group on goals established for Client Solution Specialist I

4. Strong understanding of systems and products across Client Default Solutions

5. Strong verbal and written communication skills

6. Basic computer skills

7. Ability to work flexible schedule, including overtime as needed.

8. Strong understanding of all regulatory requirements surrounding collections

Preferred Qualifications:

1. Bilingual

2. Previous lending or call center experience

3. Previous client service, collections, or sales experience

General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. 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. For more details on Truist’s generous benefit plans, please visit our Benefits site. Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

Truist is an Equal Opportunity Employer that does not discriminate 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.

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