Commercial/Complex Client Resolution Senior Specialist

Truist Bank • Atlanta, GA

2d

About The Position

Reviews and analyzes complaints from small business, commercial, national payments, and corporate institutional clients that are escalated by regulatory agencies, Truist executives and internal departments, external attorneys, or the CFPB. Analyzes complaint sources, types, and complexity; coordinates research; and provides objective, accurate, fair resolutions and responses while meeting service-level standards and applicable regulatory requirements. The role also performs quality monitoring, escalates high-profile or high-risk cases and process defects, and supports Compliance, Legal, and Audit inquiries. It provides subject matter expertise, editorial support, coaching, mentoring, leadership, and training to team members and business stakeholders, and supports the department’s Complaint Management Program.

The specialist resolves verbal and written complaints for the Commercial Community Bank and Corporate and Institutional Group, ensures concerns are addressed professionally and on time, and accurately documents cases in the Complaint Management System and related systems. The role monitors capacity and case metrics, reviews service-level performance and resolved cases, manages complex-case extensions and reopened cases, identifies trends and coaching opportunities, and assists management with meetings, interviews, onboarding, and training. The position requires maintaining knowledge of compliance requirements, bank products, policies, procedures, and strategies; safeguarding client information; and identifying and escalating suspected identity theft or fraud.

This is a regular first-shift position. English fluency is required. The annual base salary range is $50,000–$70,000. Eligible regular teammates working at least 20 hours per week may receive benefits, with eligibility for particular plans depending on the division and position.

Requirements

• Associate’s degree, or equivalent education and related training.
• Seven years of experience in financial services, a law firm, or a regulatory agency, including 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 skills and a consistent record of effective problem resolution.
• Ability to prioritize and organize tasks to meet deadlines in a high-volume, fast-paced environment.
• Ability to demonstrate leadership and design and facilitate training modules.
• Ability to function effectively on a team with an off-site manager and to multitask.
• Strong decision-making, listening, verbal communication, and written communication skills.
• Strong attention to detail and ability to process information accurately.
• Creative problem-solving skills; sequential and conceptual thinking to analyze and resolve problems while minimizing client effort.
• Action-oriented, self-disciplined, articulate, and detail-oriented approach.
• Ability to maintain composure and professionalism in emotionally challenging situations.
• Ability to build and maintain excellent client relations, show genuine concern, and prioritize client needs while working toward solutions.
• Operational experience supporting collaboration with business units that manage complaint handling.
• Proficiency with basic computer applications, including Microsoft Office, and ability to learn required platform applications quickly.
• Fluent English-language ability.
• Regular teammates must work at least 20 hours per week to be eligible for the general benefits described; eligibility for specific benefits may vary by position and division.

Nice To Haves

• Bachelor’s degree.
• Five years of related complaint-resolution experience in the financial services industry.
• Experience using databases for queries and report writing.
• Exposure to financial institution policies and regulations.
• Experience using multiple Truist systems, such as document retrieval systems and Salesforce.
• Paralegal certification or industry-related certifications or licenses.
• Microsoft Office Mastery certifications.

Responsibilities

• Review and analyze escalated complaints from small business, commercial, national payments, and corporate institutional clients, including complaints received from regulatory agencies and internal or external stakeholders.
• Analyze complaint source, problem type, and complexity; determine the level of investigation needed; coordinate research; and provide accurate, fair, timely resolutions and responses.
• Resolve verbal and written complaints professionally and empathetically while ensuring regulatory compliance and operational accuracy.
• Ensure all client concerns are addressed and communications use proper grammar and professional correspondence.
• Apply Truist’s mission, vision, values, and client service principles in interactions with clients and stakeholders.
• Serve as a super user for the Complaint Management System and ensure complaint information and documentation are accurate and sufficient for reporting, analysis, trending, root-cause analysis, and recordkeeping.
• Perform quality monitoring of teammates’ cases for accuracy, brand standards, client experience principles, and service-level adherence.
• Escalate high-profile or high-risk cases, complaint trends, concerns, and process defects to management, Business Units, or functional areas as appropriate.
• Serve as a project and research resource for Compliance, Legal, and Audit internal or regulatory inquiries and responses.
• Provide subject matter expertise and editorial support to team members and assigned Business Units.
• Coach, mentor, and provide leadership to less experienced Specialists; assist with the department’s Complaint Management Program.
• Monitor business metrics and Specialist capacity to help ensure cases are resolved by communicated target closure dates.
• Reopen auto-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, following business and regulatory requirements and standards.
• Review monthly reports to assess missed service-level agreements and identify case-worker coaching opportunities.
• Maintain required quality, productivity, and service-level performance standards.
• Protect client information by following authentication protocols, documenting research and resolution in relevant systems, and escalating suspected identity theft or fraud.
• Maintain current knowledge of compliance regulations, bank products, policies, procedures, and strategies through applicable training.
• Provide feedback to improve communications and business processes and participate in personal and professional development opportunities.
• Attend and facilitate onsite and offsite meetings as required; participate in Line of Business review meetings as needed.
• Train Line of Business stakeholders on complaint identification, reporting, and management processes.
• Assist management with interviewing potential candidates and with onboarding and training new hires.
• Complete other duties as assigned, which may change from time to time.

Benefits

• Medical, dental, and vision insurance.
• Life and 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 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree