Senior Client Resolution Lead - Remote & Impact

Truist Financial Corporation; Whiteville (NC); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

Life insurance

401(k) plan

Paid vacation (min 10 days)

Sick days (min 10 days)

Paid holidays

Job summary

Truist Financial Corporation is hiring for a Complaint Specialist to resolve client complaints across centralized units with empathy and professionalism. You will ensure timely, accurate responses, maintain regulatory compliance, and act as a super user for the Complaint Management System.

You will collaborate across branches, mortgage, and compliance teams, escalating trends and mentoring teammates while working with minimal supervision.

Qualifications

• Associate's degree or equivalent education.
• 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 prioritize and organize tasks to meet deadlines.
• Ability to work with an off-site manager and collaborate with teams.
• Multi-task in a high-volume, fast-paced environment.
• Strong decision-making skills.
• Effective listening and communication skills.
• Attention to detail with accuracy.
• Creative thinker and problem solver.
• Desire to maintain composure and professionalism in emotional situations.
• Develop and maintain excellent client relations while resolving complaints.

Responsibilities

• 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 promptly with proper grammar and professional correspondence.
• Execute Truist's Mission, Vision and Values in client interactions during complaint investigations and responses.
• Serve as a ‘super user’ for the Complaint Management System and ensure accurate data collection for reporting.
• Maintain current knowledge of compliance regulations, bank products, policies and procedures.
• Escalate complaint-related trends to management as needed.
• Lead resolution of complex complaint scenarios involving multiple units.
• Work independently with minimal supervisor oversight.
• Assist manager by mentoring teammates and providing daily team support.
• Work remotely on Saturdays and in office on other scheduled work days.

Skills

Client service

Regulatory compliance

Communication skills

Problem solving

Multitasking

Fluent English

Education

Associate's degree or equivalent

Job description

Truist Financial Corporation is hiring for a Complaint Specialist to resolve client complaints across centralized units with empathy and professionalism. You will ensure timely, accurate responses, maintain regulatory compliance, and act as a super user for the Complaint Management System.

You will collaborate across branches, mortgage, and compliance teams, escalating trends and mentoring teammates while working with minimal supervision.