Client Resolution Team Lead — Remote & Saturday Shift

PR Girl Manifesto; Whiteville (NC); Híbrido; USD 65.000 - 85.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Benefits package

Paid time off

401(k) plan

Descripción de la vacante

Truist Financial Corporation in the United States seeks a Client Resolution Team Supervisor to oversee a team of Specialists, ensuring timely, accurate, and compliant handling of client complaints across caseloads.

The role includes coaching, reviewing documentation, and collaborating with business units to improve quality and resolve escalated issues, while adhering to regulatory requirements and internal controls.

Formación

• 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.

Responsabilidades

• 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, 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 met.
• Handle a reduced number of complex or high-risk client complaints, including those requiring coordination across multiple business units.
• Reinforce adherence to regulatory requirements and internal controls by ensuring complaints are investigated and documented.
• 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 to the Team Manager.
• Model and reinforce Truist Purpose, Mission, and Values through professional interactions with clients and partners.
• Work remotely on Saturdays and in office on other scheduled work days.

Conocimientos

Client service

Complaint resolution

Regulatory compliance

Communication skills

Time management

Leadership support

Salesforce knowledge

Cross-functional collaboration

Coaching

Travel availability

Educación

Bachelor’s degree or equivalent experience

Herramientas

Salesforce

Microsoft Office

Descripción del empleo

Truist Financial Corporation in the United States seeks a Client Resolution Team Supervisor to oversee a team of Specialists, ensuring timely, accurate, and compliant handling of client complaints across caseloads.

The role includes coaching, reviewing documentation, and collaborating with business units to improve quality and resolve escalated issues, while adhering to regulatory requirements and internal controls.