Senior Client Resolution Lead (Remote Saturdays)

Truist; Greensboro (NC); Hybrid; USD 65,000 - 85,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401k plan

Paid holidays

Job summary

Truist is seeking a Client Resolution Team Supervisor to lead a team of Client Resolution Specialists handling client complaints and ensuring compliance with regulatory requirements. The role involves coaching staff and partnering with the Team Manager to optimize workflow and quality, while maintaining some direct case involvement for complex issues.

The position reflects a hybrid work model with a split schedule of in-office and remote work, and requires a strong background in financial

Qualifications

• Bachelor’s degree or equivalent experience.
• 4+ years in client service or complaint resolution in financial services.
• Strong knowledge of regulatory requirements and compliant documentation.
• Experience coaching teammates and guiding escalations.

Responsibilities

• Oversee day-to-day work of Client Resolution Specialists to ensure timely, compliant resolutions.
• Review complaint responses and case documentation for policy alignment with Truist policies and regulatory expectations.
• Provide coaching and real-time support on complex or escalated cases.
• Monitor workload, queue management, and productivity to meet SLAs.
• Handle high-risk or cross-unit escalations as needed.
• Support onboarding and ongoing training; track trends for process improvements.
• Promote Truist Purpose, Mission, and Values in client interactions.

Skills

Client service

Complaint resolution

Regulatory knowledge

Communication skills

Time management

Mentoring

Education

Bachelor’s degree or equivalent experience

Tools

Salesforce

MS Office

Job description

Truist is seeking a Client Resolution Team Supervisor to lead a team of Client Resolution Specialists handling client complaints and ensuring compliance with regulatory requirements. The role involves coaching staff and partnering with the Team Manager to optimize workflow and quality, while maintaining some direct case involvement for complex issues.

The position reflects a hybrid work model with a split schedule of in-office and remote work, and requires a strong background in financial