Customer Service Representative - AFCO Direct

at Truist in Lake Forest, Illinois, United States

Job Description

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Regular or Temporary:


Language Fluency: English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

Provide the Perfect Client Experience (PCE) by telephone and email to internal and external clients, while adhering to premium finance policies and procedures. Handle a variety of complex inquiries, solving client problems, identifying client needs, submitting accurate account adjustments and providing technical support for resetting of passwords.


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 time.

1. Deliver world standard client service by answering inbound and making outbound client calls timely, accurately, professionally and courteously. Maintain required performance standards in quality, occupancy, attendance, promptness and identifying client needs. Assist in the resolution of client complaints.

2. Ensure the security of client information and assist with minimizing bank losses by performing client verification on each call received.

3. Identify possible loan fraud and escalate for risk mitigation.

4. Provide high quality service through efficient and effective client service with an emphasis on low client effort.

5. Assess client needs and suggest products and services such as recurring ACH and use of AFCO’s website to obtain information and make payments.

6. Suggest changes to improve communications and business efficiencies.


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. High school diploma or equivalent

2. Strong interpersonal skills to fully identify the need and resolve while minimizing client effort

3. Basic computer navigation and keyboarding skills, including ability to multi-task and navigate between multiple systems

4. Good written communication skills to include accuracy and relevant client information

5. Ability to work with confidential information in a professional manner

6. Ability and willingness to work a flexible schedule/overtime, as needed

7. Ability to adapt to change and work in a fast paced environment

8. Demonstrated proficiency in basic computer applications, such as Microsoft Office software products

Preferred Qualifications:

1. Customer service experience in a call center environment

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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Job Posting: JC260878269

Posted On: Jun 06, 2024

Updated On: Jun 19, 2024

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