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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:

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. A Client Advocacy Partner Support Research Specialist is 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 will remain familiar with standard concepts, practices, procedures and systems within the assigned functional areas. Teammates will be expected to interact with frontline and back-office teammates, Operations, Function and Process owners, Client Advocacy Management teams as well as Senior and Executive Leaders for their assigned functional areas, as part of their normal duties.

The Client Advocacy Partner Support Research Specialist will provide comprehensive service for client escalations which are elevated from Client Advocacy Escalation and Solutions Specialists, Contact Center teammates, Community Bank, Branch Helpline or on behalf of the Executive Leadership.

The teammate will provide resolution in a professional and respectful way to ensure regulatory compliance and operational accuracy. The teammate ensures the delivery of exceptional client experience with clients both internally and externally. The teammate ensures that regulatory and reputational risk are minimized by ensuring prompt and accurate responses to complaints received from clients. They follow up on escalations received through the Voice of the Client survey program. The Client Advocacy Partner Support Research Specialist continually evaluates and analyzes processes to provide feedback for enhancements and to assist with driving towards client distinction and the dissolution of recurring complaint trends regarding systems, products and services.

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. 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.
2. Handle escalated research from Client Advocacy Escalation Solutions Specialists, Contact Center teammates, Community Bank, Branch Helpline or Executive Leadership within established timeframes. 
3. Support client inquiries regarding Health Savings accounts.
4. Support email escalations through company platforms such as Live Engage.
5. Research and report Elder Abuse Cases submitted from the Contact Center.
6. Complete contingency callbacks for Contact Center escalations.
7. 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.
8. Perform research of escalated issues pertaining to losses within the Contact Center and provide feedback to senior leadership.
9. 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.
10. Ensure timely review and responses to feedback from clients parti