Client Resolution Lead - Compliance & Coaching

TalentAlly; Wilson (NC); Hybrid; USD 65,000 - 85,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) plan

Paid vacation

Job summary

Truist Financial Corporation is seeking a Client Resolution Team Supervisor to manage a team of Client Resolution Specialists, ensuring timely, compliant handling of complaints. You will coach staff, review documentation, and collaborate with the Team Manager to optimize workflows and training.

The role supports onboarding, tracks trends, and maintains adherence to regulatory requirements while upholding Truist values in every client interaction. Some remote work on Saturdays is expected.

Qualifications

• Bachelor’s degree or equivalent experience.
• 4+ years in client service, complaint resolution, or related roles within financial services or a regulated industry.
• Demonstrated success resolving complex client issues and managing competing priorities.

Responsibilities

• Oversee day-to-day work of Client Resolution Specialists, ensuring timely, accurate, and compliant resolution of client complaints across assigned caseloads.
• Review and provide feedback on complaint responses and case documentation for policy/regulatory alignment.
• Provide coaching, guidance, and real-time support on complex escalated scenarios.
• Monitor workload, queue management, and productivity to meet service levels and deadlines.
• Handle complex or high-risk complaints requiring cross-unit coordination.
• Ensure investigations and documentation comply with procedures and regulatory requirements.
• Support onboarding and training of Specialists in complaint resolution and systems usage (e.g., Salesforce).
• Identify trends and process improvements, escalating insights to the Team Manager.
• Model Truist values in interactions with clients and partners.
• Work remotely on Saturdays and in office on other scheduled work days.

Skills

Strong communication

Organizational skills

Mentoring/leadership

Problem solving

Education

Bachelor’s degree or equivalent

Tools

Salesforce

Microsoft Office

Job description

Truist Financial Corporation is seeking a Client Resolution Team Supervisor to manage a team of Client Resolution Specialists, ensuring timely, compliant handling of complaints. You will coach staff, review documentation, and collaborate with the Team Manager to optimize workflows and training.

The role supports onboarding, tracks trends, and maintains adherence to regulatory requirements while upholding Truist values in every client interaction. Some remote work on Saturdays is expected.