Provide 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. Serve as a mentor and resource to peers for more complex complaint resolution.

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 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.

2. Ensure all client concerns from a complaint have been adequately addressed in a timely fashion and that proper grammar and professional correspondence is used when communicating with the business units and clients.

3. Execute on Truist's Mission, Vision and Values and demonstrate distinctive client service attributes with each interaction with a client and other parties (e.g. Community Bank branches, regional senior leadership team, lines of business (LOBs), Corporate Compliance) 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 accurate information and documentation is collected from teammates inputting complaints (e.g. branch associates, Mortgage Loan Officers) for data aggregation and analysis, management reporting, trending, root cause analysis and recordkeeping.

5. Maintain current professional specialized knowledge of compliance regulations, bank products, policies and procedures and other Business Unit strategies by completing all training applicable to areas of expertise.

6. Escalate complaint-related trends and concerns to management, as needed.

7. Take a leadership role in resolution and response of complex complaint scenarios, or when multiple business units are involved (e.g. Fraud, Mortgage, and Community Bank) and resolution requires additional coordination and research.

8. Works independently with minimum manager oversight.

9. Assist direct manager by providing daily team support to fellow Specialists. Serve as a mentor and client service advocate.

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. Associate's degree, or equivalent education and related training

2. Five years of high levels of performance/achievement in a financial services call center, bank operations or retail lending function

3. Excellent client service skills

4. Consistent success in effective problem resolution

5. Ability to appropriately prioritize and organize tasks to meet deadlines

6. Ability to function effectively on a team with an off-site manager

7. Ability to multi-task in a high volume, fast-paced environment

8. Strong decision-making skills

9. Effective listening skills

10. Excellent verbal and written communication skills

11. Demonstrated proficiency in attention to detail with the ability to process information with a high degree of accuracy

12. Creative thinker and problem solver

13. Bright, articulate and detailed oriented

14. Action oriented and self-disciplined

15. Ability to maintain composure and professionalism in highly emotional situations

16. Ability to develop and maintain excellent client relations and display genuine concern for client complaints while working with dedication towards finding solutions

17. Operational experience to support collaboration with other business units who manage complaint handling

18. Demonstrated proficiency in basic computer applications, such as Microsoft Office software products

19. Ability to quickly learn/acquire all necessary platform applications required to perform the job

20. Ability to speak fluent English language

21. Ability to think sequentially and conceptually to accurately analyze and resolve problems while minimizing client effort

22. Ability to empathize with and prioritize client needs

Preferred Qualifications:

1. Five years of related experience in complaint resolution in the financial services industry

2. Demonstrated leadership skills