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(accommodation requests only; other inquiries won't receive a response).
Regular or Temporary:
Regular
Language Fluency: English (Required)
Work Shift:
2nd Shift - 10% Automatic Pay Differential (United States of America)
Please review the following job description:
The Social Media Care Specialist will serve as the day-to-day engagement and conversation specialist for social media platforms such as @askTruist, Facebook, Instagram, etc. This role will engage via company platforms with existing and prospective clients in our user communities to resolve client service issues, enhance the overall brand of the company through direct personal engagement and consult on Truist product and services.
The Social Media Care Specialist will contribute to the overall strategy for Truist's Social Media program and assist with company sponsored campaigns. In this role, the teammate will be accountable for engaging with clients and prospective clients on a day-to-day basis and will represent the Truist brand by fostering dialogue and sharing information about the organization. The teammate will work with internal teams to maintain a calendar of proactive communication along with monitoring and managing conversations as they develop.
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.
Serve as an internal voice of Truist to our user community, reinforcing a distinctive user experience. Posts will vary significantly in content and the teammate must be able to communicate a variety of information succinctly and clearly in a conversational manner.
Serve as a designated @askTruist user community advocate, soliciting product feedback and addressing questions and concerns.
Monitor and respond to comments and reviews on social channels (Facebook, Instagram, Twitter, LinkedIn, YouTube) within service level agreements.
Actively monitor social networks to identify trends, hot topics, and any potential new forums needed.
Work through a wide variety of channels to maintain public points of contact with users.
Identify and engage key users to develop a more engaged user community.
Engage users on a personal level while scaling for high volumes of contact.
Compile user feedback and ensure the product/marketing teams receive feedback to help build more effective initiatives and monitor brand reputation.
Identify threats and opportunities in user generated content surrounding our brand. Report issues to the appropriate parties, and remove any inappropriate content.
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.
Bachelor's degree with a concentration in marketing, communications, or business or equivalent education and related training
One year of experience as a Client Advocacy Escalations & Solutions Specialist/Client Advocacy Research Specialist or three years of Contact Center Care Specialist experience with demonstrated high quality job performance
Excellent client service skills
Knowledgeable about blogs, social bookmarking, social networking, social news, video/photo streaming, podcasts, etc.
Strong quantitative, analytical, reporting and problem-solving skills, with aptitude for measuring results, identifying trends and issues, and recommending potential solutions
Strong MS Office skills including Excel, Word, PowerPoint and Outlook
Strong verbal and written communication skills
Advanced skills in research and problem resolution
Deep understanding of consumer banking policies, practices, and regulations
Ability to master new situations and complex subject matters quickly, with minimal supervision
Excellent listening, probing, and attention to detail
Ability to work independently as a self-starter
Must demonstrate ability to balance the needs of the user community with the needs of the business
Exceptional time management, follow-up and organizational skills
Ability to adapt to supporting new technologies and applications
High level of enthusiasm for communicating with and meeting people
Preferred Qualifications:
Digital media or marketing communications experience
Working knowledge of social medial tools such as Khoros and Hootsuite
Experience working on major brands
Experience in financial services
Growing engagement in and understanding of online social networks
Experience in call monitoring and/or call center environments, escalated call center experience is ideal
Ability to speak and write fluent Spanish
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
. 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.
EEO is the Law (https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf)
Pay Transparency Nondiscrimination Provision (https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c.pdf)
E-Verify (https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf)
