Senior Client Resolution Specialist - Remote

TalentAlly; Orlando (FL); Hybrid; USD 50,000 - 70,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401k plan

Vacation days

Sick days

Paid holidays

Job summary

TalentAlly seeks a dedicated professional to resolve verbal and written client complaints across central units, ensuring regulatory compliance and accurate operations. The role mentors peers and maintains high service standards.

The candidate will sustain expertise in complaint handling, leverage the Complaint Management System, and coordinate with multiple business units to resolve complex scenarios while communicating professionally with clients.

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 function 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
• Attention to detail with high accuracy
• Creative thinker and problem solver
• Bright, articulate and detailed oriented
• Action oriented and self-disciplined
• Maintain composure in highly emotional situations
• Develop and maintain client relations while resolving complaints
• Operational experience to support collaboration with other units
• Proficiency in Microsoft Office
• Ability to quickly learn platform applications
• Ability to speak fluent English
• Sequential and conceptual thinking to analyze problems
• Empathy for client needs

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 from a complaint are addressed in a timely fashion with proper grammar and professional correspondence
• Execute Truist's Mission, Vision and Values in interactions related to complaint investigation and response
• Serve as a super user for the Complaint Management System and ensure data is collected for reporting and analysis
• Maintain current professional knowledge of compliance regulations, bank products and procedures
• Escalate complaint-related trends to management as needed
• Lead resolution of complex complaint scenarios involving multiple units
• Work independently with minimal supervision
• Support daily team operations and mentor teammates
• Work remotely on Saturdays and in-office on other days

Skills

Customer service

Problem resolution

Communication

Attention to detail

Multitasking

Team collaboration

Empathy

Microsoft Office

Education

Associate's degree or equivalent

Tools

Complaint Management System

CRM software

Job description

TalentAlly seeks a dedicated professional to resolve verbal and written client complaints across central units, ensuring regulatory compliance and accurate operations. The role mentors peers and maintains high service standards.

The candidate will sustain expertise in complaint handling, leverage the Complaint Management System, and coordinate with multiple business units to resolve complex scenarios while communicating professionally with clients.