Senior Client Resolution Lead — Complaint Expert

Truist; Richmond (VA); Vor Ort; USD 50.000 - 70.000; Vollzeit

Zusammenfassung

Truist is seeking a complaints resolution specialist in the United States (Richmond, VA area) to provide full resolution and timely response to verbal and written client complaints across centralized business units. The role emphasizes regulatory compliance, high-quality client service, and mentorship for peers.

You will act as a super user for the Complaint Management System, ensuring accurate data collection, and maintaining up-to-date knowledge of applicable regulations and policies while

Qualifikationen

• Associate's degree or equivalent education and related training.
• Five years of high levels of performance 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 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 dedication to solving complaints.
• Operational experience to support collaboration with other business units.
• Demonstrated proficiency in basic computer applications, such as Microsoft Office.
• Ability to quickly learn/acquire all necessary platform applications.
• Ability to speak fluent English language.
• Ability to think sequentially and conceptually to analyze and resolve problems while minimizing client effort.
• Ability to 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 while ensuring regulatory compliance and operational accuracy.
• Ensure all client concerns from a complaint have been adequately addressed in a timely fashion with proper grammar and professional correspondence.
• 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 and collect accurate information for data aggregation and analysis.
• Maintain current professional specialized knowledge of compliance regulations, bank products, policies and procedures and other unit strategies by completing all training applicable.
• Escalate complaint-related trends and concerns to management as needed.
• Take a leadership role in resolution and response of complex complaint scenarios involving multiple units.
• Works independently with minimum manager oversight.
• Assist direct manager by providing daily team support to fellow.
• Work remotely on Saturdays and in office on other scheduled work days.

Kenntnisse

Client service

Problem resolution

Task prioritization

Team collaboration

Multi-tasking

Decision making

Active listening

Communication skills

Attention to detail

Empathy

MS Office

English fluency

Platform navigation

Sequential thinking

Ausbildung

Associate's degree

Tools

Microsoft Office

Jobbeschreibung

Truist is seeking a complaints resolution specialist in the United States (Richmond, VA area) to provide full resolution and timely response to verbal and written client complaints across centralized business units. The role emphasizes regulatory compliance, high-quality client service, and mentorship for peers.

You will act as a super user for the Complaint Management System, ensuring accurate data collection, and maintaining up-to-date knowledge of applicable regulations and policies while