Senior Client Resolution & Complaint Specialist

PR Girl Manifesto; Orlando (FL); Hybrid; USD 50.000 - 70.000; Vollzeit

Benefits dieser Stelle

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k) plan

10 days vacation (prorated)

10 sick days (prorated)

Paid holidays

Zusammenfassung

Truist is seeking a Customer Complaint Specialist to provide full resolution and professional responses to verbal and written client complaints across centrally supported business units. You will ensure regulatory compliance, maintain accurate documentation, and mentor peers in complex resolution.

In this role, you will act as a super user for the Complaint Management System, collaborate with multiple business units, and escalate trends to management while maintaining composure in high-pressure

Qualifikationen

• 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 and resolve client complaints.
• Operational experience to support collaboration with other units.
• Proficiency in basic Microsoft Office products.
• Ability to quickly learn platform applications.
• Ability to speak fluent English.
• Sequential/conceptual thinking to analyze problems.
• Empathize with and prioritize client needs.

Aufgaben

• 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 are addressed timely with proper grammar and professional correspondence.
• Execute Truist's Mission, Vision and Values with distinctive client service in each interaction.
• Sustain expertise to serve as a 'super user' for the Complaint Management System.
• Maintain current professional knowledge of compliance regulations and bank products.
• Escalate complaint-related trends and concerns to management as needed.
• Take a leadership role in resolution of complex complaint scenarios across multiple units.
• Work independently with minimal manager oversight.
• Assist direct manager by providing daily team support to Specialists.
• Work remotely on Saturdays and in office on other scheduled days.

Kenntnisse

Client service

Problem resolution

Prioritization

Multitasking

Decision making

Active listening

Verbal & written communication

Attention to detail

Creative thinking

Team collaboration

MS Office

Learning platform apps

Fluent English

Sequential & conceptual thinking

Empathy

Ausbildung

Associate's degree

Jobbeschreibung

Truist is seeking a Customer Complaint Specialist to provide full resolution and professional responses to verbal and written client complaints across centrally supported business units. You will ensure regulatory compliance, maintain accurate documentation, and mentor peers in complex resolution.

In this role, you will act as a super user for the Complaint Management System, collaborate with multiple business units, and escalate trends to management while maintaining composure in high-pressure