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Client Care Specialist

Specific information related to the position is outlined below. To apply, click on the button above. You will be required to create an account (or sign in with an existing account). Your account will provide you access to your application information. Need Help?
Should you have a disability and need assistance with the application process, please request a reasonable accommodation by emailing BB&T Accessibility or by calling 866-362-6451. This email inbox is monitored for reasonable accommodation requests only. Any other correspondence will not receive a response.
Regular or Temporary:
Regular
Language Fluency: English (Required)
Work Shift:
1st shift (United States of America)
Please review the following job description:
LOCATION: WHITEVILLE, NC
FULL TIME: 3PM- MIDNIGHT WITH 1 HOUR FOR LUNCH AND ROTATING DAYS OFF AND WEEKENDS.
BI-LINGUAL SPANISH/ENGLISH SPEAKING PREFERRED.
Provide the Perfect Client Experience (PCE) by telephone to internal and external clients accurately, professionally, and courteously, while adhering to bank policies and procedures. Handle a variety of complex banking service inquiries, solving client problems, identifying client needs to open/refer products and services, and providing first level technical support.
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. Deliver world standard client service by answering inbound client calls timely, accurately, professionally and courteously. Maintain required performance standards in quality, occupancy, attendance, promptness and identifying client needs. Assist in the resolution of client complaints.
2. Ensure the security of client information and assist with minimizing bank losses by performing client verification on each call received.
3. Identify possible identity theft and fraud and escalate for client follow-up and risk mitigation.
4. Provide high quality service through efficient and effective client service with an emphasis on low client effort.
5. Assess client needs and suggest products and services. Open new accounts and ancillary products.
6. Accurately track the call reason for training, forecasting and trending purposes.
7. Suggest changes to improve communications and business efficiencies.
Required Skills and Competencies:
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
2. Strong interpersonal skills to fully identify the need and resolve while minimizing client effort
3. Basic computer navigation and keyboarding skills, including ability to multi-task and navigate between multiple systems
4. Good written communication skills to include accuracy and relevant client information
5. Ability to work with confidential information in a professional manner
6. Ability and willingness to work a flexible schedule/overtime, as needed
7. Ability to adapt to change and work in a fast paced environment
8. Demonstrated proficiency in basic computer applications, such as Microsoft Office software products
9. Ability to travel, occasionally overnight
Desired Skills:
1. Prior customer service experience in a call center environment
2. BI-Lingual Spanish/English preferred
BB&T is an Equal Opportunity Employer and considers all qualified applicants regardless of race, gender, color, religion, national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law.
EEO is the Law Pay Transparency Nondiscrimination Provision E-Verify



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