Are you passionate about creating a memorable client experience? Do you display genuine compassion, empathy, and respect during your interactions with others? Do you enjoy driving results and using your creativity to solve client problems? Would you like the opportunity to help do your part to make the world a better place to live by fulfilling our clients’ financial hopes and dreams? If you answered yes to the questions above, then the BB&T Client Care Center is a great opportunity for you.
The Client Care Center Team provides support to internal and external clients in a fast-paced, dynamic and efficient environment by answering inbound calls. These associates are empowered to solve problems accurately so that clients have an effortless experience that results in first call resolution and delight. 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.
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
Training Classes beginning 01/14/2019
*Shifts include rotating days and weekends*
*Bilingual candidates are preferred*
2nd SHIFT WORK SCHEDULE 2:30 p.m.-11:00 p.m.
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: R0011896
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!