Client Resolution Team Lead - Remote Saturdays

TalentAlly; Richmond (VA); Hybrid; USD 65,000 - 85,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) plan

Paid vacation & sick days

Job summary

Truist Financial Corporation seeks a Client Resolution Team Supervisor to oversee a team of resolution specialists, ensuring timely, compliant responses to client complaints and guiding complex cases to resolution.

You will coach staff, monitor workload, and partner with the Team Manager to improve quality and efficiency while maintaining strong regulatory adherence and stakeholder collaboration. Remote Saturdays, in-office other days, with a comprehensive benefits package.

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.
• 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 travel, occasionally overnight.

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, 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 and deadlines are met.
• Handle a reduced number of complex or high-risk client complaints, including escalated issues.
• Reinforce adherence to regulatory requirements and internal controls by ensuring complaints are investigated and documented.
• Support onboarding and ongoing training of Specialists, building capability in complaint resolution and systems usage (Salesforce).
• Identify trends, recurring issues, and process improvement opportunities, escalating insights to the Team Manager.
• Model Truist purposes and values through empathetic client interactions.
• Work remotely on Saturdays and in office on other scheduled work days.

Skills

Regulatory compliance

Coaching & mentoring

Supervisory experience

Team workload planning

Salesforce familiarity

Written communication

Cross-functional collaboration

Education

Bachelor’s degree or equivalent experience

Tools

Salesforce

Job description

Truist Financial Corporation seeks a Client Resolution Team Supervisor to oversee a team of resolution specialists, ensuring timely, compliant responses to client complaints and guiding complex cases to resolution.

You will coach staff, monitor workload, and partner with the Team Manager to improve quality and efficiency while maintaining strong regulatory adherence and stakeholder collaboration. Remote Saturdays, in-office other days, with a comprehensive benefits package.