Client Care Accessibility Specialist

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If you have a disability and need assistance with the application, you can request a reasonable accommodation. Send an email to Accessibility or call 877-891-2510 (accommodation requests only; other inquiries won't receive a response).

Regular or Temporary:

Regular

Language Fluency: English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

We’re changing lives. Join us and help us empower our clients to take charge of their own finances.

We’re aware of the challenges that users with disabilities have in using technology and services not suited to their needs. We’ve made an organizational commitment to ensure all physical and digital products and services are accessible for people with disabilities. We are looking for a Client Care Accessibility Specialist in Charlotte, Atlanta, Raleigh, or telecommuting to help our client contact center servicing teams provide industry-leading client service experience designed with accessibility in mind.

Our Client Care Accessibility Specialist will work with our client care teams to reinforce a mindset of accessibility as part of everything we do at every step of sales and account servicing. You will help teams transform the client care experience beyond mere conformance toward a usable and pleasurable experience for all our clients, including those with impairments and disabilities, because everyone and every moment matters.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Partner with client care stakeholders in various non-branch channels (phone, chat, email) to establish training requirements for all client care teammates and specialists trained to work with people with disabilities; and to establish procedures and staffing levels for these specialists.
Deliver live training and workshops for client care teammates covering topics such as ADA requirements, accommodations requests, and working with people with disabilities.
Serve as 2nd-line support for client care teams that escalate ADA complaints and accommodations requests from clients, helping to identify reasonable accommodation solutions and supporting lines of business in implementation
Lead cross-functional teams to develop and implement long-term solutions for the most common complaints and accommodations requests.
Partner with stakeholders across the corporation to integrate opportunities for clients to request accommodations via various channels (Truist.com, online banking, chat, email, etc.).
Support for sourcing and third-party risk management: review vendor responses to questionnaires about accessibility practices for physical and digital accessibility and identify gaps in accessibility services required.

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, or equivalent education and related training
2. Five to seven years of accessibility experience and/or previous positions with user experience
3. Knowledge of WCAG and ADA compliance requirements
4. Knowledge of tools to conduct website assessments
5. Relevant technical abilities, skills and knowledge, especially with HTML code
6. Excellent verbal and written communication skills


Preferred Qualifications:

Bachelor’s Degree and five to eight years of experience in accessibility compliance or accessibility program management
Knowledge of the ADA and DOJ requirements and guidelines for accessibility of public accommodations and effective communication
Knowledge of assistive technologies used by people with disabilities and impairments
Experience with client contact center operations and training practices
Familiarity with W3C WCAG 2.1 and ability to collaborate with your teammates that specialize in digital accessibility
Familiarity with issues involved in sourcing accessible services requiring accessibility in vendor contracts for physical and digital services
IAAP Certified Professional in Accessibility Core Competencies (CPACC) or willingness to obtain CPACC within first year of employment

OTHER JOB REQUIREMENTS / WORKING CONDITIONS
Sitting
Frequently (25% – 50% of the time)
Lifting
Up to 25 lbs.
Visual / Audio / Speaking
Able to access and interpret client information received from the computer and able to hear and speak with individuals in person and on the phone.
Manual Dexterity / Keyboarding
Able to work standard office equipment, including PC keyboard and mouse, copy/fax machines, and printers.
Availability
Able to work all hours scheduled, including overtime as directed by manager/supervisor and required by business need.
Travel
Up to 25%