Client Resolution Team Lead — Hybrid (Remote Saturdays)

Truist Financial Corporation; Whiteville (NC); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life Insurance

Disability

401k

Vacation

Sick days

Holidays

Job summary

The Client Resolution Team Supervisor at Truist Financial Corporation leads a team of specialists to deliver high-quality, timely, and compliant responses to client complaints. You provide coaching, manage workflow, and collaborate with the Team Manager to improve quality while handling complex cases.

The role emphasizes regulatory adherence, risk management, and ongoing training of staff, with a hybrid schedule including remote Saturdays and in-office on other days.

Qualifications

• Bachelor’s degree or equivalent experience in a related field.
• 4+ years in client service, complaint resolution, or a regulated industry.
• Strong knowledge of regulatory and compliance considerations.

Responsibilities

• Oversee daily work of Client Resolution Specialists to ensure timely, compliant resolutions.
• Review responses and case documentation for alignment with policy and regulatory expectations.
• Coach and support Specialists on complex complaint scenarios.
• Monitor workload, queues, and productivity to meet service levels.
• Handle complex/high-risk complaints and coordinate across units when needed.
• Ensure investigations and documentation follow established procedures.
• Assist onboarding and training to build capability in complaint resolution and Salesforce usage.
• Identify trends and opportunities for process improvements and escalate insights.

Skills

Client service

Complaint resolution

Regulatory compliance

Communication

Time management

Mentoring

Education

Bachelor's degree

Tools

Salesforce

Job description

The Client Resolution Team Supervisor at Truist Financial Corporation leads a team of specialists to deliver high-quality, timely, and compliant responses to client complaints. You provide coaching, manage workflow, and collaborate with the Team Manager to improve quality while handling complex cases.

The role emphasizes regulatory adherence, risk management, and ongoing training of staff, with a hybrid schedule including remote Saturdays and in-office on other days.