Commercial/Complex Client Resolution Specialist

Truist•Greensboro, NC

5d•Onsite

About The Position

This position involves working on client complaint cases that include topics such as account issues for small to medium businesses, commercial clients, national payments, corporate institutional clients, and client complaints received from various regulatory agencies or senior leaders. The specialist will uncover the issues impacting the client, assure the client that their issues are being worked on, de-escalate as needed, and solve the issues following Truist policies and procedures.

Requirements

Consistent success in effective problem resolution
3-4 years of client or customer facing experience (in person or phone)
Routine experience with various MSOffice applications such as Word and Excel
Excellent command of verbal and written English
Ability to function effectively on a team with an off-site manager
Prior experience or willingness to take part in in record phone calls

Nice To Haves

Bachelor’s degree, or equivalent education and related training or experience
At least 5 years of experience in financial services or another highly regulated industry
Experience working with Salesforce

Responsibilities

Provide resolution and response to client complaints received by Truist, with focus on complaints coming from the Commercial Community Bank and Corporate and Institutional Group, with some work on complaints that come from regulatory agencies or Truist senior leaders.
Ensure resolution and responses are in full regulatory compliance and aligned with Truist’s policies and procedures.
Manage and work a caseload of complaints through Salesforce and other Bank systems.
Document cases thoroughly and ensure that client concerns have been adequately addressed in a timely and professional manner.
Working to address client concerns while demonstrating Truist’s Purpose, Mission and Value systems.
Be an active participant in on-going training as the banking landscape changes.
Prioritize and organize tasks and work queues to meet deadlines; process information with a high degree of accuracy.