Senior Commercial Client Resolution Specialist

PR Girl Manifesto; Cookeville (TN); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

401k plan

Paid time off

Job summary

Truist Financial Corporation is seeking a seasoned professional to review and analyze high-priority client complaints from regulatory and executive channels. You will evaluate source and complexity, coordinate investigations, and ensure accurate, fair resolutions aligned with Truist products, regulations and service levels.

You will also provide quality monitoring, editorial support, and mentorship to teammates, while helping onboard new hires and drive continuous improvements across the

Qualifications

• Associate's degree or equivalent education and related training.
• Seven years of experience in financial services, law, regulatory or related field, plus three years in complaint resolution or regulatory/audit experience.
• Seven years of experience composing well-written, complex correspondence with editorial authority.
• Excellent client service skills and consistent success in problem resolution.
• Ability to prioritize, organize tasks and meet deadlines.
• Ability to lead, train and mentor others in a team setting.
• Ability to learn platform applications and work with multiple systems.

Responsibilities

• Provide full resolution and response to verbal and written client complaints in a professional and compliant way.
• Ensure all client concerns are addressed and communications are professional.
• Serve as a subject matter expert and provide editorial support within Compliance/Legal/Audit.
• Coach and mentor less experienced specialists and onboard/train new hires.
• Escalate trends and issues to management and document process defects.
• Maintain performance standards and SLA adherence.
• Protect client information and identify potential identity theft or fraud.
• Open and document tasks across systems to support research and resolution.
• Engage in process improvements and ongoing personal and professional development.
• Attend onsite and offsite meetings as required.
• Manage specialist capacity and monitor dashboards to meet closure targets.
• Review and determine disposition for resolved cases.
• Extend complex cases when needed for further research.
• Review monthly SLA reports and coach case workers.
• Participate in Line of Business reviews and stakeholder training.
• Act as SME for assigned Business Units and assist in interviews.
• Onboard and train new hires.

Skills

Client service

Leadership

Training and coaching

Research and analysis

Attention to detail

Communication skills

Problem solving

Education

Associate's degree or equivalent

Bachelor's degree (preferred)

Tools

Microsoft Office

Job description

Truist Financial Corporation is seeking a seasoned professional to review and analyze high-priority client complaints from regulatory and executive channels. You will evaluate source and complexity, coordinate investigations, and ensure accurate, fair resolutions aligned with Truist products, regulations and service levels.

You will also provide quality monitoring, editorial support, and mentorship to teammates, while helping onboard new hires and drive continuous improvements across the