Commercial/Complex Client Resolution Senior Specialist
About The Position
The Commercial/Complex Client Resolution Senior Specialist reviews and investigates complaints from small business, commercial, national payments, and corporate institutional clients. Complaints may be elevated by regulatory agencies, elected officials, Truist executives and internal departments, external attorneys, or the CFPB. The specialist assesses complaint source, type, and complexity; coordinates research; and provides accurate, fair, and timely resolutions that comply with relevant legal, regulatory, operational, and service standards. The role provides quality monitoring of teammates’ cases, escalates high-profile or high-risk matters and process defects, and serves as a research resource for Compliance, Legal, and Audit inquiries. It also provides subject matter expertise, editorial support, coaching, mentoring, leadership, and training within the department and to business stakeholders. The specialist helps manage complaint operations, case capacity, reporting, and service-level performance, and supports hiring and onboarding activities.
Requirements
- Associate's degree or equivalent education and related training.
- Seven years of experience in financial services, a law firm, or a regulatory agency, and three years in client complaint resolution, regulatory or audit examinations, or direct client service.
- Seven years of proven experience compiling and composing complex written correspondence, including editorial authority.
- Excellent client service, verbal communication, written communication, and listening skills.
- Consistent success in problem resolution and the ability to think creatively and solve problems.
- Ability to prioritize and organize tasks to meet deadlines and maintain performance in a high-volume, fast-paced environment.
- Ability to demonstrate leadership, design and facilitate training modules, and work effectively on a team with an off-site manager.
- Strong decision-making skills and attention to detail, with the ability to process information accurately.
- Ability to remain composed and professional in highly emotional situations and to develop strong client relations with genuine concern for clients.
- Operational experience supporting collaboration with business units that manage complaints.
- Proficiency in basic computer applications, such as Microsoft Office, and ability to learn required platform applications quickly.
- Fluent English.
- Ability to think sequentially and conceptually to analyze and resolve problems while minimizing client effort, and to empathize with and prioritize client needs.
Nice To Haves
- Bachelor's degree.
- Five years of related complaint-resolution experience in the financial services industry.
- Experience using databases for queries and writing reports.
- Exposure to financial institution policies and regulations.
- Experience with multiple Truist systems, such as document retrieval systems and Salesforce.
- Paralegal certification or industry-related certifications or licenses.
- Microsoft Office Mastery certifications.
Responsibilities
- Investigate and fully resolve verbal and written client complaints received through commercial banking groups, regulatory agencies, or branch escalations.
- Ensure client concerns are addressed promptly and that communications to clients and stakeholders are professional, grammatically correct, and accurate.
- Apply Truist’s mission, vision, values, and client service principles when handling complaints.
- Serve as a subject matter expert and super user for the Complaint Management System, ensuring complaint data and documentation support analysis, reporting, root-cause work, and recordkeeping.
- Maintain current knowledge of compliance regulations, bank products, policies, procedures, and applicable strategies through training.
- Escalate complaint trends, concerns, high-risk cases, and process defects to management or the appropriate business and functional areas.
- Monitor case quality, productivity, and service-level performance, including daily capacity and case-closure targets.
- Protect client information by following authentication protocols and escalating possible identity theft or fraud.
- Keep tasks and supporting systems accurately documented throughout research and resolution.
- Recommend improvements to communications and business processes.
- Participate in required and voluntary educational opportunities and attend or facilitate onsite and offsite meetings as required.
- Reopen automatically closed cases and assign them to case workers for resolution.
- Review resolved cases to determine whether to override them as non-risk or refer them to a Compliance Officer for disposition.
- Extend complex cases when additional research is needed, in accordance with business and regulatory standards.
- Review monthly reports to identify missed service-level agreements and coaching opportunities.
- Participate in Line of Business review meetings and train stakeholders on complaint identification, reporting, and management processes.
- Act as subject matter expert for assigned business units.
- Assist management with candidate interviews and onboard and train new hires.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Disability insurance
- Accidental death and dismemberment coverage
- Tax-preferred savings accounts
- 401(k) plan
- Vacation days
- Sick days
- Paid holidays
- Depending on position and division, a defined benefit pension plan, restricted stock units, and/or a deferred compensation plan may also be available.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
