Client Resolution Team Supervisor

Truist Bank • Cookeville, NC

3d • Hybrid

About The Position

The Client Resolution Team Supervisor oversees a team of Client Resolution Specialists to support high-quality, timely, and compliant responses to client complaints. The Supervisor oversees case handling, provides day-to-day coaching and guidance, and reinforces compliance with regulatory requirements and Truist policies. In partnership with the Client Resolution Team Manager, the Supervisor manages workflow, improves quality, and develops teammate capability, while handling a reduced number of complex or escalated cases.

The role works remotely on Saturdays and in the office on other scheduled work days. The position is regular and requires English fluency. The annual base salary is $65,000–$85,000.

Requirements

• Bachelor’s degree or equivalent experience.
• At least 4 years of experience in client service, complaint resolution, or related roles within financial services or a regulated industry.
• Extensive complaint-resolution knowledge and experience, including knowledge of resolution paths with business partners.
• Demonstrated success resolving complex client issues and managing competing priorities in a high-volume environment.
• Prior experience providing guidance, mentoring, or informal leadership to teammates.
• Strong working knowledge of regulatory and compliance considerations related to client complaints.
• Excellent written and verbal communication skills, including the ability to review and refine client correspondence.
• Strong organizational and time-management skills, including the ability to monitor and manage team workload and deadlines.
• Ability to partner effectively with managers, peers, and cross-functional stakeholders in a matrixed environment.
• Proficiency in basic computer applications, such as Microsoft Office software products.
• Ability to travel, occasionally overnight.
• English fluency is required.

Nice To Haves

• Experience as a Client Resolution Senior Specialist at Truist.
• Prior supervisory or team lead experience in a client service or complaint-resolution environment.
• Experience in financial services complaint management, regulatory response, or client advocacy functions.
• Familiarity with complaint-management systems such as Salesforce and case-tracking tools.
• Experience supporting quality assurance, audit readiness, or compliance reviews.

Responsibilities

• Oversee Specialists’ day-to-day work to ensure timely, accurate, and compliant resolution of client complaints across assigned caseloads.
• Review complaint responses and case documentation, providing feedback to ensure alignment with Truist policies, procedures, and regulatory expectations.
• Coach and provide real-time guidance to Specialists handling complex, sensitive, or escalated complaints.
• Monitor team workload, queue management, and productivity to meet service levels, deadlines, and quality standards.
• Handle a reduced number of complex or high-risk complaints, including cases requiring coordination across business units or elevated stakeholder attention.
• Reinforce regulatory and internal-control requirements by ensuring complaints are investigated and documented according to established procedures.
• Support Specialist onboarding and ongoing training in complaint resolution, systems usage, and client communication.
• Identify trends, recurring issues, and process improvements, and escalate insights and recommendations to the Team Manager.
• Model and reinforce Truist Purpose, Mission, and Values in professional, empathetic interactions with clients and internal partners.
• Work remotely on Saturdays and in the office on other scheduled work days.

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 based on hire date and full-time or part-time status
• 10 sick days, prorated
• Paid holidays
• May be eligible for a defined benefit pension plan, restricted stock units, and/or a deferred compensation plan, depending on position and division

What This Job Offers

• Job Type: Full-time
• Career Level: Manager