Remote Senior Client Resolution Strategist

TalentAlly; Greensboro (NC); Hybride; USD 50 000 - 70 000; Plein temps

Avantages offerts par ce poste

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401k plan

Vacation time

Sick days

Paid holidays

Résumé du poste

Truist Financial Corporation in Greensboro, NC seeks a Complaint Management Specialist to provide full resolution of verbal and written client complaints for centrally supported units, ensuring regulatory compliance and accuracy. You will mentor peers and act as a super user for the Complaint Management System.

Role requires English fluency, strong client service, and the ability to work in a high-volume environment. Hybrid schedule includes remote Saturdays and in-office other days.

Qualifications

• Associate's degree or equivalent education and related training.
• Five years of high levels of performance in financial services call center, bank operations or retail lending.
• Excellent client service skills.
• Consistent success in effective problem resolution.
• Ability to prioritize and organize tasks to meet deadlines.
• Ability to function on a team with an off-site manager.
• Ability to multi-task in a high volume, fast-paced environment.
• Strong decision-making skills.
• Effective listening skills.
• Excellent verbal and written communication skills.
• Attention to detail with high accuracy.
• Creative thinker and problem solver.
• Bright, articulate and detail oriented.
• Action oriented and self-disciplined.
• Maintain composure in emotional situations.
• Develop and maintain client relations with dedication to solutions.
• Operational experience to support collaboration across units.
• Proficiency in basic computer applications (MS Office).
• Ability to quickly learn platform applications.
• Ability to speak fluent English.
• Sequential and conceptual problem analysis.
• Empathize with and prioritize client needs.
• Five years of related experience in complaint resolution in financial services.
• Demonstrated leadership skills.

Responsabilités

• Provide full resolution and response to verbal and written client complaints for centrally supported business units in a professional and empathetic manner.
• Ensure all client concerns from a complaint are adequately addressed in a timely fashion with proper grammar and professional correspondence.
• Execute Truist's Mission, Vision and Values with each client interaction regarding complaint investigations and responses.
• Sustain expertise to serve as a 'super user' for the Complaint Management System and ensure accurate data collection.
• Maintain current knowledge of compliance regulations, bank products, and policies through ongoing training.
• Escalate complaint-related trends and concerns to management as needed.
• Take a leadership role in complex complaint resolution when multiple units are involved.
• Operate independently with minimal manager oversight.
• Assist direct manager by providing daily team support and mentoring teammates.
• Work remotely on Saturdays and in office on other scheduled work days.

Connaissances

Client service

Problem resolution

Prioritization

Team collaboration

Multi-tasking

Decision making

Active listening

Verbal communication

Written communication

Attention to detail

Creative thinking

Empathy

Operational coordination

MS Office

Learning platform apps

Sequential/problem solving

Client relations

Regulatory awareness

High-volume environment

Formation

Associate's degree or equivalent education

Five years of related financial services experience

Outils

Complaint Management System

Microsoft Office

Description du poste

Truist Financial Corporation in Greensboro, NC seeks a Complaint Management Specialist to provide full resolution of verbal and written client complaints for centrally supported units, ensuring regulatory compliance and accuracy. You will mentor peers and act as a super user for the Complaint Management System.

Role requires English fluency, strong client service, and the ability to work in a high-volume environment. Hybrid schedule includes remote Saturdays and in-office other days.