Complaint Resolution Specialist

Truist Bank•Boca Raton, FL

About The Position

The Complaint Resolution Specialist mediates and solves problems for clients, addressing a wide range of situations that require working through conflict and directing others. The role investigates claims, gathers relevant information, and may work in court or labor management to resolve complaints. The specialist may work with customers or help maintain employer-employee relationships, with the goal of tactfully negotiating resolutions that satisfy both parties. The position handles customer inquiries by telephone, provides customer service and conflict resolution, gathers information about claims, enters customer data into software, communicates credit approvals or declines, handles confidential customer information, answers questions about financing programs, and assists contractors or dealers with pending loan questions. The specialist also makes outbound calls to verify completion of work, participates in training as needed, and performs other assigned duties. The role is regular, requires English fluency, and is designated for first shift.

Requirements

At least 6 months of customer service experience, preferably in a call center environment.
Demonstrated proficiency in basic computer applications, such as Microsoft Office software products.
English language fluency is required.

Nice To Haves

Consumer finance experience or knowledge.

Responsibilities

Handle customer inquiries and questions by telephone.
Provide excellent customer service and conflict resolution.
Investigate and gather information regarding claims.
Enter customer data into various software programs.
Inform customers of credit approvals or declines.
Work with confidential customer information.
Answer questions regarding offered financing programs.
Assist contractors or dealers with pending loan questions.
Make outbound verification calls to confirm completion of work.
Participate in additional training courses when needed.
Work effectively as a team player in a fast-paced, high-energy, change-oriented environment.
Perform other related duties and assignments as required or assigned by a supervisor or manager.

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