Client Resolution Team Lead (Remote)

PR Girl Manifesto

Cookeville (TN)

Hybrid

USD 65,000 - 85,000

Full time

2 days ago

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Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

401k plan

Vacation and sick days

Job summary

Truist Financial Corporation is seeking a Client Resolution Team Supervisor to lead a dedicated group of Client Resolution Specialists, ensuring timely, accurate, and compliant responses to client complaints. You will coach teammates, manage workloads, and coordinate with cross-functional partners to uphold Truist policies and regulatory expectations.

The role emphasizes coaching, escalation handling, and QA reviews while maintaining direct involvement for complex cases.

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.
Strong knowledge of regulatory and compliance considerations related to client complaints.

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 policies and regulatory expectations.
Provide coaching, guidance, and real-time support to Specialists on complex or escalated client complaint scenarios.
Monitor team workload, queue management, and productivity to ensure service levels, deadlines, and quality standards are met.