SHF Client Solutions Supervisor

Language Fluency: English (Required)

Work Shift:

1st shift (United States of America)

Job Grade:

107

Please review the following job description:

upervise the day-to-day activity of select operational functions. Coordinate work activities to achieve the volume expected to meet operational requirements. Ensure that assigned team meets or exceeds service level goals.

office centric workstyle at posted location

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. As a working production manager, supervise the day-to-day activity of select operational functions.
2. Coach associates daily to recognize high performers and address performance issues.
3. Complete annual and semi-annual performance evaluations for all direct reports.
4. Review telephone reporting as well as monitor and evaluate randomly selected calls to assess associates' service level standards and complete online evaluations of client calls.
5. Review and approve associate time.
6. Resolve escalated calls and errors and provide immediate feedback to associates.
7. Enhance personal and professional growth through participation in required and voluntary training and education.
8. Facilitate team meetings to discuss various issues, services, and implement policy and procedural, technical and/or process improvement changes.
9. Work to continually develop and produce metrics specific to the various functions of the Loan Servicing area.
10. Identify and escalate system issues to management chain.

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. Associate's degree in a related field, or equivalent education and related training
2. Four years of client service experience and/or financial services experience
3. Good analytical skills
4. Effective coaching and supervisory skills
5. Excellent interpersonal, verbal, and written communication skills
6. Excellent computer skills, including ability to navigate between multiple systems
7. Ability to perform in a fast-paced, highly-dynamic environment; demonstrated time management skills
8. Ability to work with confidential information in a professional manner
9. Ability to work with minimal supervision
10. Willingness to work a flexible schedule/overtime as needed
11. Demonstrated proficiency in basic computer applications, such as Microsoft Office software products

Preferred Qualifications:
1. Bachelor's degree in Business or related course of study
2. Supervisory experience, preferably in a call center environment
3. Bilingual (Spanish)

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.