Client Resolution Team Supervisor

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Regular or Temporary:

Regular

Language Fluency: English (Required)

1st shift (United States of America)

The Client Resolution Team Supervisor supports the delivery of high-quality, timely, and compliant responses to client complaints by overseeing a team of Client Resolution Specialists. This role ensures effective case handling, provides day-to-day coaching and guidance, and reinforces adherence to regulatory requirements and Truist policies. The Supervisor partners closely with the Client Resolution Team Manager to manage workflow, improve quality, and develop teammate capability, while maintaining a limited level of direct case involvement for complex or escalated issues.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Oversee day-to-day work of Client Resolution Specialists, ensuring timely, accurate, and compliant resolution of client complaints across assigned caseloads.
• Review and provide feedback on complaint responses and case documentation to ensure alignment with Truist policies, procedures, and regulatory expectations.
• Provide coaching, guidance, and real-time support to Specialists on complex, sensitive, or escalated client complaint scenarios.
• Monitor team workload, queue management, and productivity to ensure service levels, deadlines, and quality standards are consistently met.
• Handle a reduced number of complex or high-risk client complaints, including those requiring coordination across multiple business units or elevated stakeholder attention.
• Reinforce adherence to regulatory requirements and internal controls by ensuring complaints are investigated and documented in accordance with established procedures.
• Support onboarding and ongoing training of Specialists, helping build capability in complaint resolution, systems usage (e.g., Salesforce), and client communication.
• Identify trends, recurring issues, and process improvement opportunities, escalating insights and recommendations to the Team Manager.
• Model and reinforce Truist Purpose, Mission, and Values through professional, empathetic interactions with clients and internal partners.
• Work remotely on Saturdays and in office on other scheduled work days.

QUALIFICATIONS

• Bachelor’s degree or equivalent experience.
• 4+ years of experience in client service, complaint resolution, or related roles within financial services or a regulated industry.
• Demonstrate extensive complaint resolution knowledge/experience, including knowledge of resolution path with business partners.
• Demonstrated success in resolving complex client issues and managing competing priorities in a high-volume environment.
• Prior experience providing guidance, mentoring, or informal leadership to teammates.
• Strong working knowledge of regulatory and compliance considerations related to client complaints.
• Excellent written and verbal communication skills, including ability to review and refine client correspondence.
• Strong organizational and time management skills, with the ability to monitor and manage team workload and deadlines.
• Ability to partner effectively with managers, peers, and cross-functional stakeholders in a matrixed environment.
• Demonstrated proficiency in basic computer applications, such as Microsoft Office software products;
• Ability to travel, occasionally overnight.

Preferred Qualifications:

• Experience as a Client Resolution Senior Specialist at Truist;
• Prior supervisory or team lead experience in a client service or complaint resolution environment;
• Experience in financial services complaint management, regulatory response, or client advocacy functions;
• Familiarity with complaint management systems (e.g., Salesforce) and case tracking tools;
• Experience supporting quality assurance, audit readiness, or compliance reviews.

The annual base salary for this position is $65,

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…