Client Resolution Senior Specialist

Truist; Greensboro (NC); Hybrid; USD 50,000 - 70,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401k plan

Vacation time

Sick days

Paid holidays

Job summary

Truist Financial Corporation in Greensboro, NC seeks a Complaint Management Specialist to provide full resolution of verbal and written client complaints for centrally supported units, ensuring regulatory compliance and accuracy. You will mentor peers and act as a super user for the Complaint Management System.

Role requires English fluency, strong client service, and the ability to work in a high-volume environment. Hybrid schedule includes remote Saturdays and in-office other days.

Qualifications

• Associate's degree or equivalent education and related training.
• Five years of high levels of performance in financial services call center, bank operations or retail lending.
• Excellent client service skills.
• Consistent success in effective problem resolution.
• Ability to prioritize and organize tasks to meet deadlines.
• Ability to function on a team with an off-site manager.
• Ability to multi-task in a high volume, fast-paced environment.
• Strong decision-making skills.
• Effective listening skills.
• Excellent verbal and written communication skills.
• Attention to detail with high accuracy.
• Creative thinker and problem solver.
• Bright, articulate and detail oriented.
• Action oriented and self-disciplined.
• Maintain composure in emotional situations.
• Develop and maintain client relations with dedication to solutions.
• Operational experience to support collaboration across units.
• Proficiency in basic computer applications (MS Office).
• Ability to quickly learn platform applications.
• Ability to speak fluent English.
• Sequential and conceptual problem analysis.
• Empathize with and prioritize client needs.
• Five years of related experience in complaint resolution in financial services.
• Demonstrated leadership skills.

Responsibilities

• Provide full resolution and response to verbal and written client complaints for centrally supported business units in a professional and empathetic manner.
• Ensure all client concerns from a complaint are adequately addressed in a timely fashion with proper grammar and professional correspondence.
• Execute Truist's Mission, Vision and Values with each client interaction regarding complaint investigations and responses.
• Sustain expertise to serve as a 'super user' for the Complaint Management System and ensure accurate data collection.
• Maintain current knowledge of compliance regulations, bank products, and policies through ongoing training.
• Escalate complaint-related trends and concerns to management as needed.
• Take a leadership role in complex complaint resolution when multiple units are involved.
• Operate independently with minimal manager oversight.
• Assist direct manager by providing daily team support and mentoring teammates.
• Work remotely on Saturdays and in office on other scheduled work days.

Skills

Client service

Problem resolution

Prioritization

Team collaboration

Multi-tasking

Decision making

Active listening

Verbal communication

Written communication

Attention to detail

Creative thinking

Empathy

Operational coordination

MS Office

Learning platform apps

Sequential/problem solving

Client relations

Regulatory awareness

High-volume environment

Education

Associate's degree or equivalent education

Five years of related financial services experience

Tools

Complaint Management System

Microsoft Office

Job description

Regular

Language Fluency: English (Required)

1st shift (United States of America)

Please review the following job description:

Provide full resolution and response to verbal and written client complaints for centrally supported business units (e.g., Community Bank, Contact Center, Mortgage, etc.) in a professional and empathetic manner while ensuring regulatory compliance and operational accuracy. Ensure risk is minimized for regulatory and reputational risk by ensuring the teammates within Business Units supported are promptly and accurately completing intake of the complaints received from clients, federal and state regulatory agencies and other parties. Serve as a mentor and resource to peers for more complex complaint resolution.

1. 1. Provide full resolution and response to verbal and written client complaints for centrally supported business units (e.g., Community Bank, Contact Center, Mortgage, etc.) in a professional and empathetic manner while ensuring regulatory compliance and operational accuracy.
2. 2. Ensure all client concerns from a complaint have been adequately addressed in a timely fashion and that proper grammar and professional correspondence is used when communicating with the business units and clients.
3. 3. Execute on Truist's Mission, Vision and Values and demonstrate distinctive client service attributes with each interaction with a client and other parties (e.g. Community Bank branches, regional senior leadership team, lines of business (LOBs), Corporate Compliance) on matters related to the full resolution of complaint investigation and response.
4. 4. Sustain expertise needed to serve as a "super user" for the Complaint Management System. Ensure accurate information and documentation is collected from teammates inputting complaints (e.g. branch associates, Mortgage Loan Officers) for data aggregation and analysis, management reporting, trending, root cause analysis and recordkeeping.
5. 5. Maintain current professional specialized knowledge of compliance regulations, bank products, policies and procedures and other Business Unit strategies by completing all training applicable to areas of expertise.
6. 6. Escalate complaint-related trends and concerns to management, as needed.
7. 7. Take a leadership role in resolution and response of complex complaint scenarios, or when multiple business units are involved (e.g. Fraud, Mortgage, and Community Bank) and resolution requires additional coordination and research.
8. 8. Works independently with minimum manager oversight.
9. 9. Assist direct manager by providing daily team support to fellow Specialists. Serve as a mentor and client service advocate.
10. 10. Work remotely on Saturdays and in office on other scheduled work days.

QUALIFICATIONS

Required Qualifications:

• 1. Associate's degree, or equivalent education and related training
• 2. Five years of high levels of performance/achievement in a financial services call center, bank operations or retail lending function
• 3. Excellent client service skills
• 4. Consistent success in effective problem resolution
• 5. Ability to appropriately prioritize and organize tasks to meet deadlines
• 6. Ability to function effectively on a team with an off-site manager
• 7. Ability to multi-task in a high volume, fast-paced environment
• 8. Strong decision‑making skills
• 9. Effective listening skills
• 10. Excellent verbal and written communication skills
• 11. Demonstrated proficiency in attention to detail with the ability to process information with a high degree of accuracy
• 12. Creative thinker and problem solver
• 13. Bright, articulate and detailed oriented
• 14. Action oriented and self‑disciplined
• 15. Ability to maintain composure and professionalism in highly emotional situations
• 16. Ability to develop and maintain excellent client relations and display genuine concern for client complaints while working with dedication towards finding solutions
• 17. Operational experience to support collaboration with other business units who manage complaint handling
• 18. Demonstrated proficiency in basic computer applications, such as Microsoft Office software products
• 19. Ability to quickly learn/acquire all necessary platform applications required to perform the job
• 20. Ability to speak fluent English language
• 21. Ability to think sequentially and conceptually to accurately analyze and resolve problems while minimizing client effort
• 22. Ability to empathize with and prioritize client needs

Preferred Qualifications

• 23. Five years of related experience in complaint resolution in the financial services industry
• 24. Demonstrated leadership skills

The annual base salary for this position is $50,000-70,000

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 is an Equal Opportunity Employer that does not discriminate 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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