Remote-Enabled Client Resolution Team Lead

TalentAlly; Orlando (FL); Hybrid; USD 65,000 - 85,000; Full time

Benefits offered by this job

Health benefits

401k plan

Vacation days

Sick days

Paid holidays

Pension plan

RSU program

Deferred compensation

Job summary

Truist Financial Corporation in Orlando seeks a Client Resolution Team Supervisor to oversee a team of specialists handling client complaints, ensuring timely, accurate, and compliant resolutions.

You will coach staff, monitor workload, and coordinate with business units while maintaining escalation oversight for complex cases. The role emphasizes regulatory adherence and partner collaboration to sustain service quality.

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.

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.

Skills

Leadership

Communication

Regulatory knowledge

Problem solving

Coaching

Education

Bachelor's degree

Tools

Salesforce

Job description

Truist Financial Corporation in Orlando seeks a Client Resolution Team Supervisor to oversee a team of specialists handling client complaints, ensuring timely, accurate, and compliant resolutions.

You will coach staff, monitor workload, and coordinate with business units while maintaining escalation oversight for complex cases. The role emphasizes regulatory adherence and partner collaboration to sustain service quality.