Client Advocacy & Resolution Specialist – Hybrid

Truist; Wilson (NC); Hybrid; USD 46,000 - 66,000; Full time

Job summary

Truist in Wilson, NC seeks a detail-oriented Client Advocate to research complaints and complex interactions. You will dissect issues, de-escalate when needed, and ensure timely resolutions in line with Truist policies, blending client-facing communication with account and transaction research.

This is a Monday–Friday, first shift role in a hybrid team offering remote and onsite work. You will manage a caseload, document findings thoroughly, and contribute to improving client experience through

Qualifications

• 2+ years of client or customer facing experience (in person or phone).
• Proficiency with MS Office (Word and Excel).
• Excellent command of verbal and written English.
• Ability to work with an off-site manager.
• Willingness to participate in recorded phone calls.
• Associate's degree or equivalent education and related training.
• Experience in financial services or a highly regulated industry (preferred).
• Experience with Salesforce (preferred).

Responsibilities

• Provide resolution and response to client complaints, including personal account products.
• Ensure regulatory compliance with Truist policies and procedures.
• Manage a caseload of complaints through Salesforce and other bank systems.
• Document cases thoroughly and ensure client concerns are addressed promptly.
• Work to address client concerns while reflecting Truist's Purpose, Mission and Values.
• Participate in ongoing training as the banking landscape changes.
• Prioritize and organize tasks to meet deadlines with high accuracy.

Skills

Problem resolution

Client facing

MS Office (Word, Excel)

English proficiency

Team collaboration with off-site

Recorded calls exposure

Education

Associate's degree or equivalent

Tools

Salesforce

Job description

Truist in Wilson, NC seeks a detail-oriented Client Advocate to research complaints and complex interactions. You will dissect issues, de-escalate when needed, and ensure timely resolutions in line with Truist policies, blending client-facing communication with account and transaction research.

This is a Monday–Friday, first shift role in a hybrid team offering remote and onsite work. You will manage a caseload, document findings thoroughly, and contribute to improving client experience through