RAC Customer Solutions specialist

Truist Financial - Whiteville, NC

Part-time,Full-time - Entry Level

Whiteville, NC

Credit Intermediation and Related Activities

About the position

The RAC Customer Solutions Specialist at Truist is responsible for servicing delinquent accounts by following established collection strategies while ensuring compliance with all relevant policies and guidelines. The role emphasizes providing exceptional customer service, maintaining transparency, and treating customers with respect. The specialist will engage in collection efforts, negotiate payment arrangements, and document all interactions accurately.

Responsibilities

• Achieve performance expectations for collection efforts for assigned accounts based on individual goals and objectives.
• Negotiate payment arrangements with customers to cure delinquency, evaluating their ability and willingness to pay.
• Disclose all relevant account information to customers accurately and professionally.
• Provide a high level of customer service to customers and teammates in support of Perfect Client Experience initiatives.
• Document all collection efforts in the system of record for each assigned account according to established policies and guidelines.
• Execute established call scripts documented in training and policies.
• Achieve acceptable call monitoring scores in each call category.
• Provide customers with payment arrangement options, renewals, due dates, and extensions according to policy.
• Communicate regularly with the Collection Supervisor and Collection Team Leader regarding repossessions and other special handling calls.
• Accurately process payments, transactions, and account adjustment forms.
• Complete all required Computer Based Training (CBT) courses accurately and timely.

Requirements

• High school diploma or equivalent education and related training or experience.
• Good verbal and written communication skills.
• Good decision-making and problem-solving skills.
• Good time management and organizational skills.
• Ability to utilize Microsoft applications, including Outlook, Word, Excel, and PowerPoint.
• Ability to work in a team environment.
• Ability to work a flexible schedule, including overtime as needed.

Nice-to-haves

• Previous customer service, collections, or sales experience.
• Bilingual.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• Accidental death and dismemberment insurance
• Tax-preferred savings accounts
• 401k plan
• Vacation days (minimum of 10 days)
• Sick days (minimum of 10 days)
• Paid holidays
• Defined benefit pension plan (depending on position)
• Restricted stock units (depending on position)
• Deferred compensation plan (depending on position)