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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:

This role can work remote from any location.

The Client Advocacy (CA) Relationship Manager is responsible for collecting, aggregating, reporting, and analyzing client problem data from various sources within expected timeframes. Identify, highlight and communicate client problems to Client Advocacy teammates/leadership and business units for future problem avoidance. To aid in this effort, the Relationship Manager will be responsible for partnering with other Business Unit Senior Management, Data Analytics, Function and Process Owners, Compliance, Risk and other Client Resolution groups to identify trends and themes from client problem data and define recommendations for additional business reviews that may be used to define root cause and/or business process, procedure or client communication enhancements. The teammate will be responsible for documenting the business responses to complaint themes and drivers and incorporating those into client complaint reporting.
The teammate will represent the Client Advocacy team as a change agent when necessary. This may include, when appropriate, advising teammates of the larger mission of Truist's Mission and Values and support efforts to include timely Client centric remediation, risk reduction and long term root cause resolution with the establishment of appropriate controls.
Teammates will maintain a concentrated effort and expertise in several functional areas and must be versed in related impacts for assigned Business Units. The teammate will remain familiar with standard concepts, practices, procedures and systems within the assigned functional areas to identify related processes which differ in such a manner to cause the client's experience to be inconsistent or less than satisfactory.

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 time1. Facilitate or participate in meetings with frontline and back-office teammates, functional area managers, business intelligence teams and Client Advocacy management for assigned functional areas to remain familiar with standard concepts and best practices, current procedures and systems including planned changes/modifications, emerging client and business risks, and opportunities to expand client problem collection, aggregation and reporting.
2. Provide overviews of analysis in reporting format and frequency deemed appropriate by management. Align analysis efforts with other business and client information, where available, such as revenue/cost benefit analysis, Voice of Client data, client segmentation, and industry standards.
3. Coordinate with appropriate analysts to focus of analysis, documentation and reporting for assigned Areas of Focus. Collect and provide guidance to analysts on planned changesbased on business requests and historical findings.
4. Provide oversight of reporting/documentation to ensure alignment with the business program and Policy & Procedure expectations.
5. Review department and Business Unit requests for additional and enhanced reporting; obtain additional information from requestor, as needed. Manage through completion or assign to appropriate team resource. As part of the follow-through of requested analysis, the teammate will be responsible for capturing the business requirements from the submitter, investigating all viable options to gather the data, and documenting the process used for analysis for future reference.
6. Manage and track incoming department requests for client problem resolution and process improvement analysis workload.
a. Capture the business requirements from the submitter, investigating all viable options to gather the data, and documenting the process used for analysis for future reference.
b. Develop business approved templates for reporting client problems. Provide overview of analysis in reporting format and frequency deemed appropriate by management.
7. Provide reporting and analytics support for medium level to highly complex department and Client Advocacy related requests where the business unit is not resourced to complete.
8. Independently investigate significant data changes which are outside tolerable thresholds
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. Bachelor's degree in a relevant field of work or an equivalent combination of education and work related experience
2. Four or more years of analytical experience
3. Working knowledge of spreadsheet and data management reporting tools
4. Intermediate skills in Microsoft Excel and PowerPoint and basic proficiency in other computer software applications with the ability to multi-task and navigate between multiple systems.
5. Advanced Microsoft Office skills such as Access, Excel, Visio
6. Experience writing Business Requirements and/or System Requirements for reporting and report automation
7. Creative and innovative approach to problem solving
8. Thorough knowledge of bank operations, systems, compliance and risk management practices.
9. Excellent communication (verbal and written), presentation and facilitation skills
10. Strong leadership qualities and excellent interpersonal skills
11. Creative thinker with excellent conceptual and problem solving abilities
12. Action oriented and self-disciplined
13. Demonstrated leadership ability and project management skills
14. Ability to comprehend, analyze and evaluate data, processes and systems and recommend enhancements
15. Ability to organize and clearly present verbal and written reports of findings and recommendations. Isolate and analyze significant trends from source data.
16. Ability to perform multiple tasks in a fluid environment and work both independently and as a team member
17. Excellent interpersonal and relationship management skills with the ability to influence, interact, and communicate within all levels of the organization including Senior and Executive Leadership
18. Highly collaborative planning ability
19. Excellent diplomacy, tact, judgment, and decision-making skills
20. Demonstrated proficiency in attention to detail with the ability to process information with a high degree of accuracy
21. Understand the risks of a process, as well as, the process dependencies on other operations or external factors
22. Ability to quickly learn/acquire all necessary platform applications required to perform the job
23. Ability to speak fluent English
Preferred Qualifications:
24. Master's degree in a relevant field of work
25. Intermediate knowledge of Finance and Banking processes, regulations and regulatory processes
26. Prior experience in reporting/engagement with Senior and Executive levels of leadership
27. Strong Knowledge of banking or financial policies and/or regulations
28. Experience capturing, aggregating, analyzing, and reporting data from multiple disparate sources

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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