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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:

Provides strategic support to Mortgage Servicing Line of Businesses in delivering an excellent client experience throughout the servicing life-cycle.

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. Analyzes MCS, MPS, HPCR, and DCC call data, VOC surveys, complaints data, and call samples to identify trends that illuminate Client Experience areas in need for improvement.
2. Monitor self-service analytics, compares to desired servicing benchmarks, and identifies areas of improvement.
3. Works with Servicing LOBs, and supporting departments to identify opportunities for improvements to policies, procedures, processes, tools and resources that satisfy all regulatory, investor, and credit risk requirements, while delivering a client experience that is simple, straightforward, and one that leads to higher client satisfaction and financial confidence. 
4. Provides support and engages CID team as appropriate to ensure client communications are aligned with the goals of servicing client experience.
5. Provides strategic support to MCS, MPS, HPCR, and DCC teammates with conversation guides to promote client centric interactions that inspire trust.
6. Provides support to Servicing Client Experience and Client Correspondence Manager to tell a cohesive client experience story to mortgage servicing to gain buy-in for new client experience initiatives.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. College Degree or five years or more of experience in Mortgage Industry, or equivalent education and related training or experience.
2. Deep passion for delivering an excellent client experience that leads to sustainable homeownership, and deep understanding of mortgage client journey that starts before application and goes beyond paying off the mortgage.
3. Strong communication (verbal and written) and interpersonal skills to fully identify client and LOB needs
4. Ability to flex and adapt to constantly shifting priorities in a fast paced and ever-changing environment
5. Ability to produce results by stretching for what is ideal in the long run and settling for what is doable in the short term.
6. Ability to collaborate with all levels of teammates to bring projects to fruition.
7. Strong analytical and presentation skills required to use data to weave a cohesive narrative around client experience initiatives.
8. Basic computer navigation and keyboarding skills, including ability to multi-task and navigate between multiple systems.Preferred Qualifications:
1. Five years of managerial and/or project management experience in a call center environment.

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 ba