RAC Customer Solutions specialist

Truist Financial - Whiteville, NC

Part-time,Full-time - Entry Level

Whiteville, NC

1,001-5,000 employees

Credit Intermediation and Related Activities

About the position

The RAC Customer Solutions Specialist role at Truist Bank involves servicing delinquent accounts while adhering to established collection strategies and policies. The position emphasizes providing excellent customer service and requires current RAC collections experience. The specialist will be responsible for achieving performance goals, negotiating payment arrangements, and documenting collection efforts accurately.

Responsibilities

• Achieve performance expectations for collection efforts for assigned accounts based upon individual goals and objectives.
• Negotiate payment arrangements with customers to cure delinquency, evaluating ability and willingness to pay.
• Disclose all relevant account information to customers accurately, professionally, and in a positive manner.
• 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 in accordance with established policies, procedures, and guidelines.
• Execute on the established call scripts documented in training, policies, procedures, and guidelines.
• Achieve acceptable call monitoring scores in each call category.
• Provide customers with payment arrangement options as well as renewals, due date, and extensions that best assist the customer according to policy procedure and guidelines.
• Communicate regularly with the Collection Supervisor and Collection Team Leader pertaining to repossessions, potential loss, inquiries, complaints, and other calls that require special handling.
• 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/organizational skills.
• Ability to utilize Microsoft applications, including Outlook, Word, Excel, and PowerPoint.
• Ability to work in a team environment.
• Ability to work 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)