Client Advocacy Partner Research Specialist

Client Advocacy Partner Support Research Specialist

A Client Advocacy Partner Support Research Specialist is passionate about the client's experience, conveys genuine compassion, empathy and respect for clients and teammates, is results driven, enthusiastic and creative. They are empowered to solve problems accurately so that clients have an effortless experience that results in first call resolution. This vital position has an impact on millions of clients annually and utilizes a variety of software tools to navigate client accounts, research and communicate effective solutions while adhering to bank policies and procedures.

The teammate remains familiar with standard concepts, practices, procedures, and systems within the assigned functional areas. They interact with frontline and back‑office teammates, Operations, Function and Process owners, Client Advocacy Management teams, and Senior and Executive Leaders as part of normal duties.

• Deliver exceptional client service and a distinctive client experience when providing support to internal and external clients by successfully executing on Truist Purpose, Mission and Values.
• Handle escalated research from Client Advocacy Escalation Solutions Specialists, Contact Center teammates, Community Bank, Branch Helpline or Executive Leadership within established time frames.
• Support client inquiries regarding Health Savings accounts.
• Support email escalations through company platforms such as Live Engage.
• Research and report Elder Abuse Cases submitted from the Contact Center.
• Complete contingency callbacks for Contact Center escalations.
• Review, research and accurately respond to letters submitted to the Client Advocacy Partner Support mailing address or other Business Units within the bank that are supported by the Client Advocacy Partner Support Research team.
• Perform research of escalated issues pertaining to losses within the Contact Center and provide feedback to senior leadership.
• Accurately document coaching opportunities uncovered during research and ensure all feedback is provided to management for follow‑up and corrective action, if necessary, in a timely manner.
• Ensure timely review and responses to feedback from clients participating in the Voice of the Client survey program.
• Provide support for credit card product and related issues.
• Accurately address all client questions and concerns with an emphasis on minimal client effort.
• Ensure the security of client information by performing appropriately defined client authentication for each call received. Assist with minimizing bank losses by ensuring procedures are properly communicated as outlined in the procedural documents.
• Ensure each complaint is logged with detailed explanation of the issue and the resolution in various databases for tracking, trending, and coaching purposes.
• Resolve moderately complex bank operational problems within guidelines and policies. Investigate and provide resolution to clients' basic to moderately complex requests to Contact Center, branches and other Business Units.
• Maintain required performance standards and expectations (e.g., quality, attendance, promptness).
• Embrace ongoing personal and professional growth and development by participating in required and voluntary educational opportunities.
• Assist in the identification of revenue blockers and in the simplification, centralization and/or elimination of processes directly affecting revenues.
• Identify and correct bank errors and elevate regulatory concerns that pose a risk to the bank.
• Communicate with internal and external clients and third‑parties via telephone, email or other appropriate channels in order to facilitate resolution of the issue. Effectively employ negotiation and problem‑solving skills to facilitate the appropriate resolution of complaints.
• Utilize a consultative approach to resolve client issues through educating the clients of bank products and services.
• Utilize resources to resolve complex issues while working independently with minimum Client Advocacy Partner Support Management oversight.
• Maintain a thorough working knowledge of all Contact Centers, branch, compliance and system related…