Senior Client Resolution & Escalation Specialist

TalentAlly; Cookeville (TN); Híbrido; USD 50.000 - 70.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401k plan

Paid vacation

Paid holidays

Sick days

Descripción de la vacante

Truist Financial Corporation is seeking a Complaint Resolution Specialist to provide professional responses to client complaints across central business units, ensuring regulatory compliance and high service standards. You will be the super user for the Complaint Management System and collaborate with multiple units to resolve issues efficiently.

The role requires five years in financial services call centers or related areas, excellent communication, and strong problem-solving abilities.

Formación

• Associate's degree, or equivalent education and related training.
• Five years of high levels of performance/achievement in a financial services call center, bank operations or retail lending function.
• Excellent client service skills.
• Consistent success in effective problem resolution.
• Ability to appropriately prioritize and organize tasks to meet deadlines.
• Ability to function effectively 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.
• Demonstrated proficiency in attention to detail with the ability to process information with a high degree of accuracy.
• Creative thinker and problem solver.
• Bright, articulate and detailed oriented.
• Action oriented and self-disciplined.
• Ability to maintain composure and professionalism in highly emotional situations.
• Ability to develop and maintain excellent client relations and display genuine concern for client complaints while working with dedication towards finding solutions.
• Operational experience to support collaboration with other business units who manage complaint handling.
• Demonstrated proficiency in basic computer applications, such as Microsoft Office software products
• Ability to quickly learn/acquire all necessary platform applications required to perform the job
• Ability to speak fluent English language
• Ability to think sequentially and conceptually to accurately analyze and resolve problems while minimizing client effort
• Ability to empathize with and prioritize client needs.

Responsabilidades

• Provide full resolution and response to verbal and written client complaints for centrally supported business units in a professional and empathetic manner while ensuring regulatory compliance and operational accuracy.
• Ensure all client concerns from a complaint have been adequately addressed in a timely fashion and that proper grammar and professional correspondence is used when communicating with the business units and clients.
• Execute on Truist's Mission, Vision and Values and demonstrate distinctive client service attributes with each interaction with a client and other parties on matters related to the full resolution of complaint investigation and response.
• Sustain expertise needed to serve as a "super user" for the Complaint Management System, ensuring accurate information and documentation is collected for data aggregation and analysis, management reporting, trending, root cause analysis and recordkeeping.
• Maintain current professional specialized knowledge of compliance regulations, bank products, policies and procedures and other Business Unit strategies by completing all training applicable to areas of expertise.
• Escalate complaint-related trends and concerns to management, as needed.
• Take a leadership role in resolution and response of complex complaint scenarios, or when multiple business units are involved and resolution requires coordination and research.
• Works independently with minimum manager oversight.
• Assist direct manager by providing daily team support to fellow Specialists. Serve as a mentor and client service advocate.
• Work remotely on Saturdays and in office on other scheduled work days.

Conocimientos

Client service

Problem solving

Multi-tasking

Communication

Attention to detail

Teamwork

Analytical thinking

English fluency

Educación

Associate's degree

Herramientas

Microsoft Office

Descripción del empleo

Truist Financial Corporation is seeking a Complaint Resolution Specialist to provide professional responses to client complaints across central business units, ensuring regulatory compliance and high service standards. You will be the super user for the Complaint Management System and collaborate with multiple units to resolve issues efficiently.

The role requires five years in financial services call centers or related areas, excellent communication, and strong problem-solving abilities.