Senior Complex Client Resolution Specialist

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

Benefits offered by this job

Medical, dental, vision benefits

401(k) plan

Job summary

Truist Financial Corporation is seeking an experienced Complaint Resolution Specialist within Commercial Community Bank and Corporate/Institutional Group. You will investigate and resolve verbal and written client complaints from regulatory bodies, ensuring regulatory compliance and accurate documentation, while mentoring junior staff.

You will maintain case quality, monitor performance, and act as a subject matter expert for the complaint management system, contributing to training and process

Qualifications

• Associate's degree or equivalent education and related training.
• Seven years of experience in financial services related field, law firm or regulatory agency and three years engaged in client complaint resolution or regulatory/audit examinations or direct client service.
• Seven years proven experience compiling and composing well written, complex correspondence including editorial authority.
• Excellent client service skills.
• Strong decision-making skills.
• Ability to multi-task in a high volume, fast-paced environment.
• Ability to speak fluent English language.

Responsibilities

• Provide full resolution and response to verbal and written client complaints in a professional and empathetic way while ensuring regulatory compliance and operational accuracy.
• Ensure all client concerns from the complaint have been adequately addressed in a timely fashion and proper grammar and professional correspondence is used.
• Sustain expertise needed to serve as a "super user" for the Complaint Management System and ensure accurate information is collected for data aggregation and analysis.
• Escalate complaint-related trends and concerns to management as needed.
• Maintain required performance standards (quality, productivity, SLA).
• Identify possible identity theft and fraud and escalate appropriately.
• Review resolved cases to determine disposition and potential escalation to Compliance Officer.

Education

Associate's degree or equivalent

Bachelor's degree

Job description

Truist Financial Corporation is seeking an experienced Complaint Resolution Specialist within Commercial Community Bank and Corporate/Institutional Group. You will investigate and resolve verbal and written client complaints from regulatory bodies, ensuring regulatory compliance and accurate documentation, while mentoring junior staff.

You will maintain case quality, monitor performance, and act as a subject matter expert for the complaint management system, contributing to training and process