Client Resolution Team Supervisor

Truist; Wilson (NC); Hybrid; USD 65,000 - 85,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) plan

Paid vacation

Job summary

Truist Financial Corporation is seeking a Client Resolution Team Supervisor to manage a team of Client Resolution Specialists, ensuring timely, compliant handling of complaints. You will coach staff, review documentation, and collaborate with the Team Manager to optimize workflows and training.

The role supports onboarding, tracks trends, and maintains adherence to regulatory requirements while upholding Truist values in every client interaction. Some remote work on Saturdays is expected.

Qualifications

• Bachelor’s degree or equivalent experience.
• 4+ years in client service, complaint resolution, or related roles within financial services or a regulated industry.
• Demonstrated success resolving complex client issues and managing competing priorities.

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 for policy/regulatory alignment.
• Provide coaching, guidance, and real-time support on complex escalated scenarios.
• Monitor workload, queue management, and productivity to meet service levels and deadlines.
• Handle complex or high-risk complaints requiring cross-unit coordination.
• Ensure investigations and documentation comply with procedures and regulatory requirements.
• Support onboarding and 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 values in interactions with clients and partners.
• Work remotely on Saturdays and in office on other scheduled work days.

Skills

Strong communication

Organizational skills

Mentoring/leadership

Problem solving

Education

Bachelor’s degree or equivalent

Tools

Salesforce

Microsoft Office

Job description

Regular or Temporary:

Regular

Language Fluency: English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

The Client Resolution Team Supervisor supports the delivery of high-quality, timely, and compliant responses to client complaints by overseeing a team of Client Resolution Specialists. This role ensures effective case handling, provides day-to-day coaching and guidance, and reinforces adherence to regulatory requirements and Truist policies. The Supervisor partners closely with the Client Resolution Team Manager to manage workflow, improve quality, and develop teammate capability, while maintaining a limited level of direct case involvement for complex or escalated issues.

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

QUALIFICATIONS

Required Qualifications:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 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.

Preferred Qualifications:

• Experience as a Client Resolution Senior Specialist at Truist;
• Prior supervisory or team lead experience in a client service or complaint resolution environment;
• Experience in financial services complaint management, regulatory response, or client advocacy functions;
• Familiarity with complaint management systems (e.g., Salesforce) and case tracking tools;
• Experience supporting quality assurance, audit readiness, or compliance reviews.

The annual base salary for this position is $65,000-85,000

General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truist’s generous benefit plans, please visit our Benefits site. Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

Truist is an Equal Opportunity Employer that does not discriminate on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status, or other classification protected by law. Truist is a Drug Free Workplace.