Apply Now >>    
Posting Date :
4-10-2018
Primary Location :
Richmond Area, VA US
Work Address :
7818 Parham Road
Job ID :
W450469
Schedule :
Full-time
:
Client-Advocacy-Quality-Assurance-2-3
Job Description :
Job Description
Editing/Coaching: review of caseworker written responses at the draft stage, including both letter and email, to assure response follows department standards available in job aids and procedures.  Review for spelling, grammar, accuracy of client information.  Critical thinking skills are employed to assure thoroughness of response and resolution impact on the client.  Editorial review often uncovers opportunities for coaching individual caseworkers; must be able to deliver coaching in a positive way to assist in caseworker development.  Editing and coaching may surface team wide opportunities for skills enhancement in product or procedure knowledge.
 
Quality Monitoring:  documented review of completed cases by caseworker for a set of specific factors including but not limited to content accuracy, SunTrust communication compliance and brand standards and service level adherence. Quality Monitoring feeds directly to caseworker’s manager for inclusion in performance review metrics, therefore both accuracy and discretion is paramount. QM can uncover common errors among teammates, and lead to enhanced job aid creation and focused training for the team, often delivered in staff meetings.
 
Exam Support: Analyze case information against criteria to decision cases for inclusion in exam population.  Compile and organize case files of applicable communications and other documentation. Assist in development of case white papers for submission to Compliance for Regulators.

Qualifications
Basic Qualifications:
 
Client Advocacy Support Teammate 2
  • High School Diploma or equivalent. 
  • Five years experience in financial services related field, law firm or regulatory agency and three years engaged in client complaint resolution or regulatory/audit examinations or direct client service.
  • Demonstrated effective verbal and written communication skills - to defuse and calm difficult client interactions and to clearly convey information.
  • Expert MS Office Word, Excel, PowerPoint, and Outlook.
  • Use of database for queries; report writing.  Exposure to financial institution policies and regulations.
  • Experience compiling and composing well written correspondence.
 
 
Client Advocacy Support Teammate 3
 
  • High School Diploma or equivalent.  Teaching experience highly desired.
  • Five years experience in financial services related field, law firm or regulatory agency with three years engaged in client complaint resolution or regulatory/audit examinations or direct client service.
  • Five years proven experience compiling and composing well written, complex correspondence including editorial authority.
  • Demonstrated effective verbal and written communication skills - to defuse and calm difficult client interactions and to clearly convey information.
  • Expert MS Office Word, Excel, PowerPoint, and Outlook.
  • Experience with report design and maintenance
  • Exposure to financial institution policies and regulations.  
  • Experienced user of multiple SunTrust Systems such as Channel Link, Lending Portals, Sales Force
 
    
The ideal candidate will possess the following:
 
  • 5 years (or more) experience in one or more of the following; coaching/work flow supervision/client resolution/client care experience/quality process/procedure development  
  • Professional level writing/editorial skills and experience
  • Attention to detail
  • Deep/broad knowledge of ST Consumer products/services and operating processes
  • Ability to successfully coach teammates for writing and content accuracy and improvement in communications
  • Ability to manage conflict resolution along with complex problem resolution experience
  • Ability to consistently and successfully manage to deadlines, involving excellent time management and organizational skills
  • Proven ability to independently and successfully manage and resolve complex client interactions
  • Knowledge of banking policies and regulations
  • Knowledge of Visio and Powerpoint
  • Lean, Six Sigma or other relevant graduate and certification programs a plus
  •  


Equal Opportunity Employer: SunTrust supports a diverse workforce and is a Drug Testing and Equal Opportunity Employer. SunTrust does not discriminate against individuals on the basis of race, creed, color, gender, religion, national originTo review the EEO Poster, copy and paste the following link into your browser: http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf http://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf
Apply Now >>    
Link for schema