Client Resolution Specialist I/II-1

Client Complaint Resolution Specialist

Work on client complaint cases that include topics such as: account issues for personal clients who own a variety of products from deposit accounts, mortgage loans, auto and other loans, and credit cards; and client complaints that Truist receives from various regulatory agencies or senior leaders. Uncover the issues impacting the client so we can assure the client we are working on their issues, de-escalate as needed, and solve the issues following Truist policies and procedures.

Essential Duties and Responsibilities

• Provide resolution and response to client complaints received by Truist, with focus on complaints coming from personal clients who own a variety of products, 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.

Qualifications

• Consistent success in effective problem resolution
• 2+ 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

Preferred Qualifications

• Associate's degree, or equivalent education and related training or experience
• At least 3 years of experience in financial services or another highly regulated industry
• Experience working with Salesforce.

The annual base salary for this position is $45,760 - $76,270

Truist is an Equal Opportunity Employer that does not discriminate on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status, or other classification protected by law. Truist is a Drug Free Workplace.