Senior Client Resolution & Compliance Specialist

Truist; Whiteville (NC); Hybrid; USD 50,000 - 70,000; Full time

Job summary

Truist in North Carolina seeks an experienced complaints resolution specialist to handle verbal and written client complaints across central units, ensuring regulatory compliance and accurate intake. The role requires leadership, a service-first mindset and the ability to mentor peers.

Responsibilities include acting as a super user for the Complaint Management System, maintaining up-to-date product knowledge, and escalating trends to management as needed.

Qualifications

• Associate's degree or equivalent education and training.
• Five years of high performance in financial services call centers, 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 work with a team under off-site supervision.
• Ability to multi-task in a high-volume environment.
• Strong decision-making skills.
• Effective listening and communication skills.
• Attention to detail and accuracy in processing information.
• Creative thinker and problem solver.
• Detail oriented and articulate.
• Self-discipline and action orientation.
• Remain composed in stressful situations and maintain professionalism.
• Develop and maintain excellent client relations while resolving complaints.
• Operational experience coordinating across business units for complaint handling.
• Proficiency in basic computer applications including MS Office.
• Quick learner of platform applications.
• Ability to speak fluent English.
• Sequential and conceptual thinking for problem analysis.
• Empathy toward client needs.

Responsibilities

• Provide full resolution and response to verbal and written client complaints for central units with regulatory compliance and accuracy.
• Ensure all client concerns are addressed promptly with proper grammar and professional communication.
• Execute Truist's Mission, Vision and Values in every client interaction.
• Maintain expertise to serve as a super user for the Complaint Management System.
• Keep knowledge of compliance regulations, bank products, policies and procedures up to date.
• Escalate complaint-related trends and concerns to management as needed.
• Take a leadership role in resolving complex complaint scenarios across multiple units.
• Work independently with minimal manager oversight.
• Assist the direct manager by providing daily team support to fellow.
• Work remotely on Saturdays and in office on other scheduled work days.

Skills

Call center experience

Financial services

Bank operations

Retail lending

Customer service

Problem solving

Prioritization

Team collaboration

Multi-tasking

Decision making

Active listening

Communication

Attention to detail

Creativity

Detail oriented

Self-discipline

Emotional resilience

Client relations

Operations coordination

MS Office

Learning agility

Fluent English

Analytical thinking

Empathy

Education

Associate degree

Tools

MS Office

Job description

Truist in North Carolina seeks an experienced complaints resolution specialist to handle verbal and written client complaints across central units, ensuring regulatory compliance and accurate intake. The role requires leadership, a service-first mindset and the ability to mentor peers.

Responsibilities include acting as a super user for the Complaint Management System, maintaining up-to-date product knowledge, and escalating trends to management as needed.