Teammate Care Specialist 2

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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:

Responsible for providing exceptional customer service to Truist teammates through incoming calls, chat, and/or emails for complex inquiries regarding accommodations, benefits, leave of absence, payroll, time off, teammate relations matters and HR policies, while meeting service level requirements. Help bring resolution to moderate and complex teammate concerns/issues within guidelines and policies.

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. Responsible for providing exceptional customer service to Truist teammates through incoming calls, chat, and/or emails for routine inquiries regarding accommodations, benefits, leave of absence, payroll, time off, teammate relations matters and HR policies, while meeting service level requirements.
2. Responsible for utilizing all available tools/resources and escalating to Tier 2 when required, while ensuring all inquiries are documented accurately.
3. Inform and educate teammates on self-service options through various Truist technologies to improve their HR experience.
4. Follow established policies, procedures, guidelines, regulations and laws to protect both our teammates and Truist from any unnecessary risk.
5. Help bring resolution to moderate and complex teammate concerns within guidelines and policies. May use multiple skills during interaction with teammate and assist with expressed and unexpressed needs/concerns.
6. Escalate complex issues in a professional and composed manner.
7. Participate in ongoing training in multiple disciplines for growth opportunities.
8. Follow a daily set schedule that requires efficient time management skills.
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. High School diploma, or equivalent education and related training or experience.
2. Two years of teammate servicing or HR experience.
3. Proficiency in computer applications (Windows, MS Office, etc.), Technical, Interpersonal, Problem Solving and ability to work efficiently across multiple platforms.
4. Proficiency in written and verbal communications (including grammar and spelling).
5. Ability to identify basic problems and procedural irregularities, collect data, establish facts and draw valid conclusions.
6. Demonstrated ability to deal with confidential information.

Preferred Qualifications:
1. Workday experience
2. Salesforce or ServiceNow experience
3. Human Resources education, knowledge or experience

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.

Truist supports a diverse workforce and is an Equal Opportunity Employer that does not discriminate against individuals on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. Truist is a Drug Free Workplace.

EEO is the Law Pay Transparency Nondiscrimination Provision E-Verify