Training Classes on 3/11/19 and 3/18/19 - Limited Availability of 1st and 2nd Shift positions
Bilingual Candidates are preferred.
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 exceptional client service and a distinctive client experience for a broad range of products and services by answering inbound client calls, professionally and courteously. 2. Deliver BB&T’s Perfect Client Experience (PCE) attributes of reliable, responsive, empathetic and competent with each client interaction. Always employ the LAST (Listen, Apologize, Solve and Thank) model with each client. 3. Assess client needs and suggest appropriate products and services. Open new accounts and complimentary services that meet client needs. 4. Maintain required performance standards (e.g. quality, attendance, promptness). 5. Accurately address client questions and concerns with an emphasis on minimal client effort. Refer complex or reoccurring issues to second level support and/or a Client Care Team Leader. 6. Ensure the security of client information and assist with minimizing bank losses by performing appropriately defined client authentication for each call received. Identify possible identity theft and fraud and escalate for follow-up and risk mitigation. 7. Accurately complete call wrap-up tasks and documentation to support training, forecasting and trending analyses. 8. Actively engage in providing feedback to improve communications and business processes. 9. Maintain high levels of client satisfaction through BB&T’s Voice of the Client (VOC) program. 10. Assist in the resolution and tracking of client complaints. Ensure each complaint is logged with detailed explanation of the issue and its resolution. Ensure each complaint is routed to appropriate queue for tracking and reporting purposes. 11. Embrace ongoing personal and professional growth and development by participating in required and voluntary educational opportunities.
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. Passion for delivering distinctive client service and helping others 3. Demonstrated exceptional verbal and written communications skills 4. Ability to work with confidential information in a professional manner 5. Ability to adapt to change and work in a fast paced environment 6. Ability to quickly learn bank products and services and apply that knowledge appropriately 7. Ability to process information with a high degree of accuracy 8. Ability to analyze situations fully that result in accurate and appropriate client resolution 9. Ability to utilize processes, tools and techniques for detecting, addressing and preventing fraudulent situations 10. Ability to concentrate and follow client issues without distraction 11. Ability to work successfully in a team environment, as well as independently 12. Ability to approach problems logically and rationally 13. Action oriented and self-disciplined 14. Ability to maintain composure in highly emotional situations 15. Creative thinker and problem solver 16. Bright, articulate, and detail oriented 17. Ability to empathize with and prioritize client needs 18. Ability to speak fluent English language 19. Basic computer navigation skills, including ability to multi-task and navigate between multiple systems 20. Demonstrated proficiency in basic computer applications, such as Microsoft Office software products 21. Ability to work flexible hours including nights, weekends and holidays 22. Ability to travel, occasionally overnight
Desired Skills: 1. Associate’s degree 2. Prior client service experience in a call center environment 3. Ability to speak fluent Spanish language
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.
Internal Number: R0013237
At BB&T, we believe our associates are our most valuable asset. We operate on the principle that each individual is capable of having a positive impact on the organization. This belief has allowed BB&T to evolve into one of the financial service industry’s top performers.
BB&T is much more than a bank. Building on a long tradition of excellence in community banking, BB&T offers a wide range of financial services including retail and commercial banking, investments, insurance, wealth management, asset management, mortgage, corporate banking, capital markets and specialized lending. Based in Winston-Salem, N.C., BB&T has more than 35,000 associates and operates more than 2,100 financial centers in 15 states and Washington, D.C. A Fortune 500 company, BB&T was recognized as one of Forbes' 2017 Best Banks in America and is consistently recognized for outstanding client service by Greenwich Associates for small business and middle market banking. Our success as an organization is based on the vision, mission and values that comprise the BB&T philosophy. Adhering to this philosophy will lead you, the individual, and us, as an organization, to create the best financial organization possible.
We invite you to join our winning team at BB&T!