Client Resolution Team Manager

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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:

This position will sit in one of the locations listed on the open role details. It is a hybrid role and will require working in the office 4 days per week

Effectively manage a team of Client Resolution Specialists responsible for one or more of the following: intake, client communication, researching/resolving and/or quality assurance review of client complaints received from regulatory agencies. Oversee the full resolution and response to verbal and written client complaints for centrally supported business units (e.g., Community Bank, Contact Center, Mortgage, etc.) in a professional and empathetic manner while ensuring regulatory compliance and operational accuracy. Ensure risk is minimized for regulatory and reputational risk by ensuring the teammates within Business Units supported are promptly and accurately completing intake of the complaints received from clients, federal and state regulatory agencies and other parties. Supervise and direct an off-site team in handling time-sensitive complaints that have potential regulatory and reputational risk. Effectively manage the team's workload.

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 Community Bank from Corporate Compliance (e.g. CEO line), or escalated from branch, in a professional and respectful way to ensure regulatory compliance and operational accuracy. 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 the branches and clients.
2. Lead and instill Truist Purpose, Mission and Values and client service principles are demonstrated in all interactions with clients, Community Bank branches, regional senior leadership team, Busines Units, Corporate Compliance and other parties that contact the Client Resolution team.
3. Review written complaint responses from Client Resolution Specialists to ensure that proper and professional correspondence is used when communicating with clients and all other stakeholders. Assume a positive leadership role in resolution and response of complex and loan-related complaint scenarios, or when multiple Business Units are involved (e.g. Mortgage, Insurance, Community Bank), and additional coordination and research are needed.
4. Sustain expertise needed for within the team to serve as "super users" for the Complaint Management System. Ensure that accurate information and documentation is collected from users (e.g. branch associates, Mortgage Loan Officers) in data aggregation and analysis, management reporting, trending, root cause analysis and recordkeeping.
5. Maintain current professional specialized knowledge of compliance regulations, bank products (to include retail loan products), Branch policy and procedures and other Community Bank strategies by completing all training applicable to area of expertise.
6. Ensure complaints are thoroughly investigated in accordance with departmental procedures and meet regulatory guidelines.
7. Partner with internal and external auditors to ensure the bank is compliant at all times to reduce exposure to risk.
8. Identify and be able to delegate appropriate projects and/or tasks to teammates in order to provide growth to teammates.
9. Evaluate and make recommendations for assigned personnel regarding employment, training (initial and ongoing), performance rating, salary changes, promotions, transfers, terminations, career enhancement and staffing within established polices and guidelines.
10. Escalate complaint-related trends and concerns to leadership, as needed.

QUALIFICATIONS

Required Qualifications:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Bachelor's degree, or equivalent education and related training
2. Six years of client service experience in financial services industry
3. Four years in a team leader, mentor or direct supervisory capacity in a client service and problem resolution capacity
4. Excellent client service skills
5. Proven effective coaching and leadership skills
6. Ability to build rapport with teammates and clients
7. Ability to constructively manage conflict
8. Consistent success in effective problem resolution management
9. Ability to appropriately prioritize and organize tasks to meet deadlines
10. Creative in finding solutions for client complaints and work with dedication towards finding solutions
11. Ability to effectively manage team schedules, including off-site teammates
12. Excellent listening, verbal and written communication skills with strong attention to detail
13. Strong interpersonal skills
14. Ability to be adaptable and flexible when receiving individual feedback and executing business change
15. Ability to learn and apply a strong working knowledge of various Banking products, services, delivery channels and client segments
16. Ability to speak fluent English language
17. Excellent analytical, cognitive and critical thinking skills with ability to translate high-level business plans to meet client needs
18. Proven experience in public speaking, presentation and group facilitation skills
19. Excellent negotiation skills, diplomacy, tact, judgment, and decision-making skills
20. Strong quality orientation and organizational skills with the ability to manage multiple projects/tasks simultaneously
21. Ability to quickly learn all necessary platform applications required to perform the job
22. Ability to work independently and autonomously, as needed to drive desired outcomes
23. Ability to think strategically
24. Demonstrated proficiency in basic computer applications, such as Microsoft Office software products

Preferred Qualifications:

1. Bachelor's degree in Business, Finance, Management or Banking
2. Experience in risk management (compliance / operational) or equivalent field
3. Four years of related experience in complaint management
4. Experience working with a regulatory body highly preferred

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 supports a diverse workforce and is an Equal Opportunity Employer that does not discriminate against individuals 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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