Remote Client Resolution Supervisor

Truist; Whiteville (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 days

Job summary

Truist is seeking a Client Resolution Team Supervisor to oversee a team of Specialists, ensuring timely, accurate, and compliant handling of client complaints. You will coach staff, monitor performance, and coordinate across units to address high-risk cases while maintaining adherence to regulatory requirements.

You will also support onboarding, identify trends, and promote Truist values in daily client interactions. The role includes remote Saturdays and in-office days as scheduled.

Qualifications

• Bachelor’s degree or equivalent experience.
• 4+ years in client service, complaint resolution, or related roles within financial services or a regulated industry.
• Extensive complaint resolution knowledge/experience.
• Proven ability to handle high-volume, complex client issues.
• Experience mentoring teammates or providing informal leadership.
• Strong regulatory/compliance knowledge related to client complaints.
• Excellent written and verbal communication; ability to refine client correspondence.
• Strong organization and time-management skills; manage workload and deadlines.
• Ability to collaborate with managers, peers, and cross-functional teams.
• Proficiency in basic computer applications, e.g., Microsoft Office; Salesforce familiarity.
• Willingness to travel, occasionally overnight.

Responsibilities

• Oversee day-to-day work of Client Resolution Specialists to ensure timely, compliant resolutions.
• Review and provide feedback on complaint responses and case documentation.
• Coach and support Specialists on complex or escalated scenarios.
• Monitor workload, queue management, and service levels.
• Handle a reduced number of complex/high-risk complaints requiring cross-unit coordination.
• Ensure investigations and documentation meet procedures and regulatory requirements.
• Support onboarding and training of Specialists; build capability in complaint resolution and Salesforce usage.
• Identify trends and process improvements; escalate insights to Team Manager.
• Model Truist values in interactions with clients and partners.
• Work remotely on Saturdays and in office on other days.

Skills

Communication skills

Organizational skills

Team collaboration

Microsoft Office

Education

Bachelor’s degree or equivalent experience

Tools

Salesforce

Case tracking tools

Job description

Truist is seeking a Client Resolution Team Supervisor to oversee a team of Specialists, ensuring timely, accurate, and compliant handling of client complaints. You will coach staff, monitor performance, and coordinate across units to address high-risk cases while maintaining adherence to regulatory requirements.

You will also support onboarding, identify trends, and promote Truist values in daily client interactions. The role includes remote Saturdays and in-office days as scheduled.