Courtney Jenkins

This role is responsible for providing exceptional service to our internal and external Customers via the telephone and email. This position is an excellent opportunity to learn all the Bank’s products, services and work with all lines of business in support of resolutions in servicing our Customers.

RESPONSIBILITIES:

• Answer inbound Customer and Branch calls in a courteous and professional manner.
• Utilize excellent listening skills to understand the Customer’s concern or situation.
• Ensure privacy and security through proper Customer authentication.
• Assess Customers’ needs by asking the right questions.
• Provide exceptional Customer Service by demonstrating a professional and courteous demeanor.
• Respond to account inquiries, account maintenance, loan questions, online banking troubleshooting, and basic banking information.
• Troubleshoot and resolve first level Customer complaints in a timely manner.
• Stay up to date on products/services/procedures by reviewing email notifications, attending meetings and via virtual training.
• Build relationships with Customers, Branches, and internal Lines of Business.
• Research and communicate effective solutions while adhering to departmental policies and procedures.
• Take ownership of calls from beginning to end, and provide timely follow up.
• Recommend products and services to Customers such as online banking, mobile app, Zelle, Telebanc, etc. to better serve their needs.
• Perform other administrative support responsibilities as department needs arise.

• 1.1st Level Escalation POC for TCC & Branch Teammates that require operational authority limits, with empowerment to approve transactions up to $10,000.2. Deliver care through exceptional client service and distinctive client experiences while providing support to both internal and external clients by executing on the Truist Purpose, Mission and Values.3. Research and resolve client requests to Care Center, branches and other lines of business that require the application of multiple specialties (e.g., business care, card, loan servicing).4. Implement a consultative approach to address client concerns by educating clients on bank products and services.Identify opportunities for banking solutions to fulfill both expressed and unexpressed client needs5. Educate and inform clients about self-service options available through various technologies to enhance their personal banking experience.6. Adhere to all established policies, procedures, guidelines, regulations, and laws to safeguard both clients and Truist from unnecessary risk.
• QUALIFICATIONSRequired Qualifications:The requirements listed below are representative of the knowledge, skill and/ or ability required. Reasonableaccommodations may be made to enable individuals with disabilities to perform the essential functions.1. High School diploma, or equivalent education and related training or experience2. 1-2 years' experience working directly with customers/clients in a servicing capacity, either in retail, banking or callcenter or other servicing industries3. Proficiency in computer applications (e.g., Windows, Microsoft Office), technical skills, interpersonal abilities, problem-solving skills, and ability to work efficiently across multiple platforms.4. Proficiency in written and verbal communications (including grammar and spelling)5. Ability to adapt to change and work in a fast-paced environment

• An evidenced-based mental health model of care that provides community-based recovery services directly to a Medicaid-eligible adult beneficiary diagnosed with a mental health or substance use disorder.

• Life-changing role of helping people with intellectual and developmental disabilities and/or mental illness lead self-directed lives, provide assistance with daily living activities, as well as encourage and support community inclusion. In simple terms, being a DSP translates into a role as a supportive confidant, patient listener, shoulder to cry on or someone to high-five. The rewards of helping an individual thrive and reach their goals are endless. This support can be provided in a variety of settings such as a residence, group home, adult day program or work or volunteer opportunity.

• Deliver Medicine to customers, providing exceptional customer service throughout the interaction.Maintain a precise inventory of packages and materials entrusted to you.Scan packages and load your vehicle in a well-organized manner for optimal delivery flow.Complete deliveries within designated timeframes to ensure customer satisfaction.

• The Direct Support Staff- Overnight Awake, under the direction of the Program Manager, provides awake coverage of the Multipurpose Juvenile Home each night from approximately 10:00 p.m. to 7:00 a.m. to assure the security, health, and safety of staff and juvenile residents.

• Lesson plans: Follow or create lesson plans, and implement them to ensure students learn consistently Classroom management: Maintain a safe, positive learning environment, and keep students engaged and on task Student supervision: Ensure students' safety in and out of the classroom, including in the halls, cafeteria, and on the playground Attendance: Record attendance according to school procedures Reports: Compile a report for the teacher that includes attendance, lesson plan progress, and disciplinary actions Adaptability: Be flexible and able to handle different grades and subjects Problem-solving: Tackle challenges and turn them into learning opportunities Emergency procedures: Be familiar with emergency procedures Professionalism: Model professional behavior, attitude, and demeanor Confidentiality: Maintain student and staff confidentiality