Commercial​/Complex Client Resolution Senior Specialist

Regular or Temporary:

Regular

Language Fluency: English (Required)

Work Shift:

1st shift (United States of America)

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 escalated 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…