Client Resolution Team Lead (Remote Saturdays)

PR Girl Manifesto; Richmond (VA); Hybrid; USD 65,000 - 85,000; Full time

Job summary

Truist Financial Corporation in the United States is seeking a Client Resolution Team Supervisor to oversee Specialists, coach staff, and ensure timely, accurate responses to client complaints in a regulated environment.

You will partner with the Team Manager to optimize workflow, improve quality, and build team capability while handling select complex cases directly as needed. This role supports compliance and excellent client experience.

Qualifications

• Bachelor’s degree or equivalent experience.
• 4+ years of client service or complaint resolution experience.
• Knowledge of regulatory and compliance considerations related to client complaints.
• Strong written and verbal communication skills.
• Ability to lead, mentor, and coach teammates.
• Experience with Salesforce or similar case-tracking tools.
• Willingness to travel occasionally.

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, 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 cross-unit coordination.
• Reinforce adherence to regulatory requirements and internal controls in investigations and documentation.
• Support onboarding and ongoing training of Specialists in complaint resolution and systems usage (e.g., Salesforce).
• Identify trends and process improvements, escalating insights to the Team Manager.
• Model Truist Purpose, Mission, and Values in client and partner interactions.
• Work remotely on Saturdays and in office on other scheduled days.

Skills

Client service

Complaint resolution

Regulatory compliance

Coaching

Education

Bachelor’s degree or equivalent experience

Tools

Salesforce

Job description

Truist Financial Corporation in the United States is seeking a Client Resolution Team Supervisor to oversee Specialists, coach staff, and ensure timely, accurate responses to client complaints in a regulated environment.

You will partner with the Team Manager to optimize workflow, improve quality, and build team capability while handling select complex cases directly as needed. This role supports compliance and excellent client experience.