Client Resolution Senior Specialist

Truist Bank•Cookeville, NC

2d•Hybrid

About The Position

Provide full resolution and responses to verbal and written client complaints for centrally supported business units, including Community Bank, Contact Center, and Mortgage. Handle complaints professionally and empathetically while ensuring regulatory compliance and operational accuracy. Help minimize regulatory and reputational risk by ensuring complaint intake is completed promptly and accurately. Serve as a mentor and resource to peers, particularly on complex complaint resolutions. The position works remotely on Saturdays and in the office on other scheduled workdays.

Requirements

Associate’s degree, or equivalent education and related training.
Five years of high performance or achievement in a financial services call center, bank operations, or retail lending function.
Excellent client service skills and a record of effective problem resolution.
Ability to prioritize and organize tasks to meet deadlines.
Ability to work effectively on a team with an off-site manager.
Ability to multitask in a high-volume, fast-paced environment.
Strong decision-making and effective listening skills.
Excellent verbal and written communication skills.
Attention to detail and ability to process information accurately.
Creative thinking and problem-solving skills.
Action-oriented, self-disciplined, articulate, and detail-oriented approach.
Ability to remain composed and professional in highly emotional situations.
Ability to build and maintain excellent client relationships, show genuine concern for complaints, and work diligently toward solutions.
Operational experience supporting collaboration with business units that handle complaints.
Proficiency in basic computer applications, such as Microsoft Office.
Ability to quickly learn the platform applications needed for the job.
Fluent English language ability.
Ability to think sequentially and conceptually to analyze and resolve problems accurately while minimizing client effort.
Ability to empathize with and prioritize client needs.

Nice To Haves

Five years of related complaint-resolution experience in the financial services industry.
Demonstrated leadership skills.

Responsibilities

Resolve and respond to verbal and written client complaints for centrally supported business units in a professional, empathetic, compliant, and accurate manner.
Ensure all concerns raised in a complaint are addressed promptly and client and business-unit communications use proper grammar and professional correspondence.
Demonstrate Truist’s Mission, Vision, and Values and provide distinctive client service when coordinating complaint investigations and responses with clients, branches, senior leaders, lines of business, Corporate Compliance, and other parties.
Serve as a super user for the Complaint Management System and ensure complaint information and documentation are collected accurately for analysis, reporting, trend identification, root-cause analysis, and recordkeeping.
Maintain specialized knowledge of compliance regulations, bank products, policies, procedures, and business-unit strategies by completing applicable training.
Escalate complaint-related trends and concerns to management as needed.
Lead resolution and response for complex complaints or those involving multiple business units and additional coordination or research.
Work independently with minimal manager oversight.
Support fellow Specialists, mentor peers, and advocate for clients.
Work remotely on Saturdays and in the office on other scheduled workdays.

Benefits

Medical insurance
Dental insurance
Vision insurance
Life insurance
Disability insurance
Accidental death and dismemberment coverage
Tax-preferred savings accounts
401(k) plan
At least 10 days of vacation during the first year, prorated as applicable
10 sick days, prorated as applicable
Paid holidays
Depending on position and division, eligibility may include a defined benefit pension plan, restricted stock units, and/or a deferred compensation plan.