Client Resolution Team Manager

Truist•Atlanta, GA

7d•Onsite

About The Position

Effectively manage a team of Client Resolution Specialists responsible for one or more of the following: intake, client communication, researching/resolving and/or quality assurance review of client complaints received from regulatory agencies. Oversee the full resolution and response to verbal and written client complaints for centrally supported business units (e.g., Community Bank, Contact Center, Mortgage, etc.) in a professional and empathetic manner while ensuring regulatory compliance and operational accuracy. Ensure risk is minimized for regulatory and reputational risk by ensuring the teammates within Business Units supported are promptly and accurately completing intake of the complaints received from clients, federal and state regulatory agencies and other parties. Supervise and direct an off-site team in handling time-sensitive complaints that have potential regulatory and reputational risk. Effectively manage the team's workload. Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

Requirements

Bachelor's degree, or equivalent education and related training
Six years of client service experience in financial services industry
Four years in a team leader, mentor or direct supervisory capacity in a client service and problem resolution capacity
Excellent client service skills
Proven effective coaching and leadership skills
Ability to build rapport with teammates and clients
Ability to constructively manage conflict
Consistent success in effective problem resolution management
Ability to appropriately prioritize and organize tasks to meet deadlines
Creative in finding solutions for client complaints and work with dedication towards finding solutions
Ability to effectively manage team schedules, including off-site teammates
Excellent listening, verbal and written communication skills with strong attention to detail
Strong interpersonal skills
Ability to be adaptable and flexible when receiving individual feedback and executing business change
Ability to learn and apply a strong working knowledge of various Banking products, services, delivery channels and client segments
Ability to speak fluent English language
Excellent analytical, cognitive and critical thinking skills with ability to translate high-level business plans to meet client needs
Proven experience in public speaking, presentation and group facilitation skills
Excellent negotiation skills, diplomacy, tact, judgment, and decision-making skills
Strong quality orientation and organizational skills with the ability to manage multiple projects/tasks simultaneously
Ability to quickly learn all necessary platform applications required to perform the job
Ability to work independently and autonomously, as needed to drive desired outcomes
Ability to think strategically
Demonstrated proficiency in basic computer applications, such as Microsoft Office software products

Nice To Haves

Bachelor's degree in Business, Finance, Management or Banking
Experience in risk management (compliance / operational) or equivalent field
Four years of related experience in complaint management

Responsibilities

Provide full resolution and response to verbal and written client complaints received by the Community Bank from Corporate Compliance (e.g. CEO line), or escalated from branch, in a professional and respectful way to ensure regulatory compliance and operational accuracy. Ensure all client concerns from the complaint have been adequately addressed in a timely fashion and that proper grammar and professional correspondence is used when communicating with the branches and clients.
Lead and instill Truist Purpose, Mission and Values and client service principles are demonstrated in all interactions with clients, Community Bank branches, regional senior leadership team, Busines Units, Corporate Compliance and other parties that contact the Client Resolution team.
Review written complaint responses from Client Resolution Specialists to ensure that proper and professional correspondence is used when communicating with clients and all other stakeholders. Assume a positive leadership role in resolution and response of complex and loan-related complaint scenarios, or when multiple Business Units are involved (e.g. Mortgage, Insurance, Community Bank), and additional coordination and research are needed.
Sustain expertise needed for within the team to serve as "super users" for the Complaint Management System. Ensure that accurate information and documentation is collected from users (e.g. branch associates, Mortgage Loan Officers) in data aggregation and analysis, management reporting, trending, root cause analysis and recordkeeping.
Maintain current professional specialized knowledge of compliance regulations, bank products (to include retail loan products), Branch policy and procedures and other Community Bank strategies by completing all training applicable to area of expertise.
Ensure complaints are thoroughly investigated in accordance with departmental procedures and meet regulatory guidelines.
Partner with internal and external auditors to ensure the bank is compliant at all times to reduce exposure to risk.
Identify and be able to delegate appropriate projects and/or tasks to teammates in order to provide growth to teammates.
Evaluate and make recommendations for assigned personnel regarding employment, training (initial and ongoing), performance rating, salary changes, promotions, transfers, terminations, career enhancement and staffing within established polices and guidelines.
Escalate complaint-related trends and concerns to leadership, as needed.