Commercial/Complex Client Resolution Senior Specialist

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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.

1. Provide full resolution and response to verbal and written client complaints received by the Commercial Community Bank, Corporate and Institutional Group, regulatory agency or escalated from a branch, in a professional and empathetic way while ensuring regulatory compliance and operational accuracy.
2. Ensure all client concerns from the complaint have been adequately addressed in a timely fashion and that proper grammar and professional correspondence is used when communicating with all stakeholders.
3. Execute on Truist Mission, Vision and Values and client service principles in interactions with clients and other stakeholders on matters related to the full resolution of complaint investigation and response.
4. Sustain expertise needed to serve as a "super user" for the Complaint Management System. Ensure that accurate information and documentation is collected from submitters of complaints for data aggregation and analysis, management reporting, trending, root cause analysis and recordkeeping.
5. Maintain current professional specialized knowledge of compliance regulations, bank products, policy and procedures and other bank strategies by completing all training applicable to area of expertise.
6. Escalate complaint-related trends and concerns to management, as needed.
7. Maintain required performance standards (e.g. quality, productivity and service level agreement requirements).
8. Ensure the security of client information by following client authentication protocols for each client and escalating to the appropriate area if required. Identify possible identity theft and fraud and escalate appropriately.
9. Ensure that a task is open, completed and the various systems are documented to support the research and resolution.
10. Actively engage in providing feedback to improve communications and business processes.
11. Embrace ongoing personal and professional growth and development by participating in required and voluntary educational opportunities.
12. Attend and facilitate onsite and offsite meetings as required.
13. Manage Specialist capacity by conducting daily monitoring of business metric dashboard to ensure that cases are resolved within communicated target closure date.
14. Re-Open auto closed cases and assign to the case worker for resolution.
15. Review resolved cases to determine if the case should be overridden as non-risk or if it should be sent to a Compliance Officer for dispositioning.
16. Extend complex cases as needed in those instances when the case requires further research to arrive at a viable and acceptable resolution; adhering to established business and regulatory requirements and standards.
17. Review the monthly reporting to assess missed SLAs and identify case worker coaching opportunities.
18. Support management by participating in Line of Business review meetings as required.
19. Assist in training Line of Business stakeholders on the complaint identification, reporting and management processes.
20. Act as Subject Matter Expert for assigned Business Units.
21. Assist management with conducting interviews of potential candidates.
22. Onboard and train new hires.

QUALIFICATIONS Required Qualifications:

1. Associate's degree, or equivalent education and related training
2. 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.
3. Seven years proven experience compiling and composing well written, complex correspondence including editorial authority.
4. Excellent client service skills
5. Consistent success in effective problem resolution
6. Ability to appropriately prioritize and organize tasks to meet deadlines
7. Ability to demonstrate leadership qualitities
8. Ability to design and facilitate training modules
9. Ability to function effectively on a team with an off-site manager
10. Ability to multi-task in a high volume, fast-paced environment
11. Strong decision-making skills
12. Effective listening skills
13. Excellent verbal and written communication skills
14. Demonstrated proficiency in attention to detail with the ability to process information with a high degree of accuracy
15. Creative thinker and problem solver
16. Bright, articulate and detailed oriented
17. Action oriented and self-disciplined
18. Ability to maintain composure and professionalism in highly emotional situations
19. Ability to develop and maintain excellent client relations and display genuine concern for client complaints while working with dedication towards finding solutions
20. Operational experience to support collaboration with other business units who manage complaint handling
21. Demonstrated proficiency in basic computer applications, such as Microsoft Office software products
22. Ability to quickly learn/acquire all necessary platform applications required to perform the job
23. Ability to speak fluent English language
24. Ability to think sequentially and conceptually to accurately analyze and resolve problems while minimizing client effort
25. Ability to empathize with and prioritize client needs

Preferred Qualifications:

1. Bachelor's degree
2. Five years of related experience in complaint resolution in the financial services industry
3. Use of database for queries; report writing.
4. Exposure to financial institution policies and regulations
5. Experienced user of multiple Systems within Truist; examples include document retrieval systems, SalesForce, etc.
6. Paralegal certification or Industry related certifications/licenses.
7. 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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