Commercial/Complex Client Resolution Senior Specialist

Location: Atlanta, GA

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Regular or Temporary

Regular

Language Fluency: English (Required)

Work Shift

1st shift (United States of America)

Please review the following job description

Review and analyze small business, commercial, national payments and corporate institutional client complaints elevated from regulatory agencies such as the State Attorneys General, Federal and State Legislators, State Regulators, and from Truist Executives/Legal/Compliance/Human Resources, external attorneys and the Consumer Financial Protection Bureau (CFPB). Analyze complaints for source, problem type and complexity, categorize for level of needed investigation and coordinate all research to resolve and respond accordingly.

Apply knowledge of our Truist products and services, relevant regulatory and legal considerations, providing an objective, accurate, fair resolution for the client and for Truist while meeting service level standards.

Provide Quality Monitoring of other departmental teammates' cases by reviewing content for accuracy, brand standards, client experience principles and service level adherence. Ensure high profile/high risk cases are elevated and documented with department management and process defects are escalated to Business Units and functional areas. Serve as a project and research resource for Compliance/Legal/Audit for internal and regulatory inquiry and response. Provide subject matter expertise and editorial support to others on the team.

Provide assistance, coaching, mentoring and leadership to less experienced Specialists on the team. Provide assistance and leadership for the Complaint Management Program within the department. Assist with onboarding and training new hires in the department.

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

Required Qualifications

• Associate's degree, or equivalent education and related training
• Seven years of experience in financial services related field, law firm or regulatory agency and three years engaged in client complaint resolution or regulatory/audit examinations or direct client service.
• Seven years proven experience compiling and composing well written, complex correspondence including editorial authority.
• Excellent client service skills
• Consistent success in effective problem resolution
• Ability to appropriately prioritize and organize tasks to meet deadlines
• Ability to demonstrate leadership qualitities
• Ability to design and facilitate training modules
• Ability to function effectively on a team with an off-site manager
• Ability to multi-task in a high volume, fast-paced environment
• Strong decision-making skills
• Effective listening skills
• Excellent verbal and written communication skills
• Demonstrated proficiency in attention to detail with the ability to process information with a high degree of accuracy
• Creative thinker and problem solver
• Bright, articulate and detailed oriented
• Action oriented and self-disciplined
• Ability to maintain composure and professionalism in highly emotional situations
• Ability to develop and maintain excellent client relations and display genuine concern for client complaints while working with dedication towards finding solutions
• Operational experience to support collaboration with other business units who manage complaint handling
• Demonstrated proficiency in basic computer applications, such as Microsoft Office software products
• Ability to quickly learn/acquire all necessary platform applications required to perform the job
• Ability to speak fluent English language
• Ability to think sequentially and conceptually to accurately analyze and resolve problems while minimizing client effort
• Ability to empathize with and prioritize client needs

Preferred Qualifications

• Bachelor's degree
• Five years of related experience in complaint resolution in the financial services industry
• Use of database for queries; report writing.
• Exposure to financial institution policies and regulations
• Experienced user of multiple Systems within Truist; examples include document retrieval systems, SalesForce, etc.
• Paralegal certification or Industry related certifications/licenses.
• MS Office Mastery certifications.

The annual base salary for this position is $50,000-$70,000

General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates.

Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truist’s generous benefit plans, please visit our Benefits site. Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan.

As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

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.

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Additional Locations: Cookeville, TN, Richmond, VA, Arlington, TX