Senior Client Resolution Specialist - Remote

TalentAlly; Richmond (VA); On-site; USD 50,000 - 70,000; Full time

Job summary

Truist Financial Corporation in the United States seeks a Complaint Specialist to provide full resolution and professional responses to verbal and written client complaints across centralized business units, ensuring regulatory compliance and operational accuracy.

You will mentor peers, maintain the Complaint Management System, and escalate trends to leadership. The role combines independent work with occasional remote Saturday shifts and in-office on other days.

Qualifications

• Associate degree or equivalent education and related training.
• Five years of high levels of performance in financial services call center, bank operations or retail lending.

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 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 on matters related to complaint resolution.
• Sustain expertise to serve as a "super user" for the Complaint Management System and ensure accurate information is collected for data aggregation and reporting.
• Maintain current knowledge of compliance regulations, bank products, policies and procedures by completing training.
• Escalate complaint-related trends and concerns to management as needed.
• Lead resolution of complex complaint scenarios involving multiple business units.
• Work independently with minimal oversight and provide team support as a mentor and client service advocate.
• Work remotely on Saturdays and in office on other scheduled work days.

Skills

Client service

Regulatory compliance

Complaint resolution

Communication skills

Multi-tasking

Attention to detail

Team mentorship

MS Office

Adaptability

Platform apps

Education

Associate degree or equivalent

Tools

MS Office

Platform applications

Job description

Truist Financial Corporation in the United States seeks a Complaint Specialist to provide full resolution and professional responses to verbal and written client complaints across centralized business units, ensuring regulatory compliance and operational accuracy.

You will mentor peers, maintain the Complaint Management System, and escalate trends to leadership. The role combines independent work with occasional remote Saturday shifts and in-office on other days.