Client Resolution Team Lead: Compliance & Coaching

Truist; Richmond (VA); Hybrid; USD 65,000 - 85,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401k plan

Vacation days

Sick days

Paid holidays

Job summary

Truist is seeking a Client Resolution Team Supervisor to lead a team of Specialists, ensuring timely, accurate, and compliant responses to client complaints. You will coach, mentor, review work, and coordinate with partners to meet regulatory requirements while maintaining service quality.

Role involves monitoring workload, improving processes, and guiding teammates in complaint resolution systems (e.g., Salesforce).

Qualifications

• Bachelor’s degree or equivalent experience.
• 4+ years of experience in client service, complaint resolution, or related roles within financial services or a regulated industry.
• Demonstrate extensive complaint resolution knowledge/experience, including knowledge of resolution path with business partners.
• Demonstrated success in resolving complex client issues and managing competing priorities in a high-volume environment.
• Prior experience providing guidance, mentoring, or informal leadership to teammates.
• Strong working knowledge of regulatory and compliance considerations related to client complaints.
• Excellent written and verbal communication skills, including ability to review and refine client correspondence.
• Strong organizational and time management skills, with the ability to monitor and manage team workload and deadlines.
• Ability to partner effectively with managers, peers, and cross-functional stakeholders in a matrixed environment.
• Demonstrated proficiency in basic computer applications, such as Microsoft Office software products.
• Ability to travel, occasionally overnight.

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 to ensure alignment with Truist policies, procedures, and regulatory expectations.
• Provide coaching, guidance, and real-time support to Specialists on complex, sensitive, or escalated client complaint scenarios.
• Monitor team workload, queue management, and productivity to ensure service levels, deadlines, and quality standards are consistently met.
• Handle a reduced number of complex or high-risk client complaints, including those requiring coordination across multiple business units or elevated stakeholder attention.
• Reinforce adherence to regulatory requirements and internal controls by ensuring complaints are investigated and documented in accordance with established procedures.
• Support onboarding and ongoing training of Specialists, helping build capability in complaint resolution, systems usage (e.g., Salesforce), and client communication.
• Identify trends, recurring issues, and process improvement opportunities, escalating insights and recommendations to the Team Manager.
• Model and reinforce Truist Purpose, Mission, and Values through professional, empathetic interactions with clients and internal partners.
• Work remotely on Saturdays and in office on other scheduled work days.

Skills

Communication

Time management

Regulatory knowledge

Leadership

MS Office

Travel

Education

Bachelor’s degree

Tools

Salesforce

Job description

Truist is seeking a Client Resolution Team Supervisor to lead a team of Specialists, ensuring timely, accurate, and compliant responses to client complaints. You will coach, mentor, review work, and coordinate with partners to meet regulatory requirements while maintaining service quality.

Role involves monitoring workload, improving processes, and guiding teammates in complaint resolution systems (e.g., Salesforce).