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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:

Conduct ongoing monitoring and key risk process reviews to ensure teammates are following procedures and are in compliance with regulatory requirements. Conduct feedback sessions with leadership teams to ensure mitigation of risk exposure through coaching and development. Support various Default Management teammates and processes across multiple departments and call centers.

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. 

1.    Perform call monitoring calibrations and key risk process reviews. Review completed call monitors from existing leadership to ensure monitors are thorough and accurate. Provide feedback to existing leadership team, reporting results and analyzing trends.
2.    Conduct ongoing random call monitors and key risk process reviews across default management to ensure compliance with regulatory requirements as well as call quality and client experience.  Provide coaching to teammates/Leadership on call review. Document and report results and analyze trends.
3.    Assess training and coaching needs, client service skills, product knowledge and system navigation skills.
4.    Conduct ongoing monitoring of other key procedure and/or regulatory requirements. Document and report results.
5.    Identify, participate and communicate process improvement activities and contribute to the establishment of processes and procedures.
 

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.    Associate’s degree in one of the business disciplines or equivalent education and related training
2.    Minimum of two years of collections experience or related experience
3.    Ability to multi-task, prioritize tasks, manage deadlines and quickly adjust to a rapidly changing environment.
4.    Strong written and communication skills
5.    Demonstrated proficiency in basic computer applications, such as Microsoft Office software products
6.    Ability to travel, occasionally overnight
 

Preferred Qualifications:

1.    Bachelor’s degree
2.    Previous leadership experience
3.    Previous quality assurance training

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.

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