Client Resolution Team Lead - Remote (Sat) & Compliance

Truist; Wilson (NC); 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 10 days

Job summary

Truist is seeking a Client Resolution Team Supervisor in the United States to oversee a team of Specialists, ensuring timely and compliant responses to client complaints. This role provides coaching, collaborates with the Team Manager, and maintains oversight of workflow while handling complex cases as needed.

Qualifications include a Bachelor’s degree or equivalent, 4+ years in client service or complaints, and strong knowledge of regulatory requirements. Travel may be required.

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.
• Extensive complaint resolution knowledge, including resolution path with business partners.
• Proven success resolving complex client issues while managing competing priorities in a high-volume environment.
• Experience guiding, mentoring, or informal leadership to teammates.
• Strong knowledge of regulatory and compliance considerations related to client complaints.
• Excellent written and verbal communication, including refining client correspondence.
• Strong organizational and time management skills to monitor team workload and deadlines.
• Ability to travel, occasionally overnight.

Responsibilities

• Oversee day-to-day work of Client Resolution Specialists to ensure timely, accurate, compliant resolutions.
• Review and provide feedback on complaint responses and case documentation for policy/regulatory alignment.
• Provide coaching and real-time support on complex, sensitive, or escalated complaints.
• Monitor workload, queue management, and productivity to meet service levels and deadlines.
• Handle a reduced number of complex or high-risk complaints requiring cross-unit coordination.
• Ensure investigations and documentation align with procedures and controls.
• Support onboarding and ongoing training of Specialists on complaint resolution and systems (e.g., Salesforce).
• Identify trends and process improvements, escalating insights to the Team Manager.
• Model Truist values through professional, empathetic client interactions.

Skills

Client service

Complaint resolution

Regulatory compliance

Coaching & mentoring

Stakeholder collaboration

Time management

Education

Bachelor’s degree or equivalent experience

Tools

Salesforce

Job description

Truist is seeking a Client Resolution Team Supervisor in the United States to oversee a team of Specialists, ensuring timely and compliant responses to client complaints. This role provides coaching, collaborates with the Team Manager, and maintains oversight of workflow while handling complex cases as needed.

Qualifications include a Bachelor’s degree or equivalent, 4+ years in client service or complaints, and strong knowledge of regulatory requirements. Travel may be required.