Senior Client Complaint Resolution Specialist

TalentAlly; Cookeville (TN); On-site; USD 50,000 - 70,000; Full time

Job summary

Truist Financial Corporation is seeking an experienced Complaint Management Specialist to analyze and resolve high-stakes client complaints from regulatory bodies and executives, ensuring accuracy, empathy, and regulatory alignment.

In this role you will act as a subject matter expert, mentor teammates, manage case workflows, and drive process improvements across the department while maintaining SLA adherence and data integrity.

Qualifications

• Associate's degree or equivalent education and related training.
• Seven years experience in financial services, law firm, or regulatory agency; three years in client complaint resolution or regulatory/audit examinations.
• Seven years proven experience composing well written, complex correspondence with editorial authority.
• Excellent client service and problem resolution skills.
• Ability to prioritize, organize tasks, and meet deadlines.
• Leadership and training module design and delivery abilities.
• Ability to work with an off-site manager and multi-task in a high-volume environment.
• Strong written and verbal communication, attention to detail, and empathy.

Responsibilities

• Provide full resolution and response to verbal and written client complaints in a professional, compliant manner.
• Ensure all concerns are addressed timely with proper grammar and professional communication.
• Serve as a subject-matter expert for complaint handling and act as a resource for Compliance/Legal/Audit.
• Mentor and train less experienced specialists and onboard new hires.
• Maintain and monitor the Complaint Management System for data accuracy and reporting.
• Escalate trends to management and participate in business reviews and training.

Skills

Leadership

Training

Communication

Attention to detail

Multi-tasking

Client relations

Problem solving

Team collaboration

Education

Associate's degree

Bachelor's degree

Tools

SalesForce

Microsoft Office

Job description

Truist Financial Corporation is seeking an experienced Complaint Management Specialist to analyze and resolve high-stakes client complaints from regulatory bodies and executives, ensuring accuracy, empathy, and regulatory alignment.

In this role you will act as a subject matter expert, mentor teammates, manage case workflows, and drive process improvements across the department while maintaining SLA adherence and data integrity.