Are you someone who likes to solve problems while helping clients? If you’re a curious person, with a mind for details then Client Advocacy might be the place to develop your career. We’re Truist’s specialist team who research complaints and complex interactions. Our work is an exciting blend of client facing communication, account and transaction research, and partner, back-office coordination. We need teammates who enjoy dissecting a complaint, who really want to understand issues impacting clients, and who love solving problems. We’re a hybrid team, with remote and onsite work. This is a Monday-Friday, first shift role, with some flexibility with your daily start and end times.

Work on client complaint cases that include topics such as: account issues for personal client who own a variety of products from deposit accounts, mortgage loans, auto and other loans, and credit cards; and client complaints that Truist receives from various regulatory agencies or senior leaders. Uncover the issues impacting the client so we can assure the client we are working on their issues, de-escalate as needed, and solve the issues following Truist policies and procedures.

ESSENTIAL DUTIES AND RESPONSIBILITIES

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 resolution and response to client complaints received by Truist, with focus on complaints coming from personal clients who own a variety of products, with some work on complaints that come from regulatory agencies or Truist senior leaders.

2. Ensure resolution and responses are in full regulatory compliance and aligned with Truist’s policies and procedures.

3. Manage and work a caseload of complaints through Salesforce and other Bank systems.

4. Document cases thoroughly and ensure that client concerns have been adequately addressed in a timely and professional manner.

5. Working to address client concerns while demonstrating Truist’s Purpose, Mission and Value systems.

6. Be an active participant in on-going training as the banking landscape changes.

7. Prioritize and organize tasks and work queues to meet deadlines; process information with a high degree of accuracy.

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. Consistent success in effective problem resolution

2. 2+ years of client or customer facing experience (in person or phone)

3. Routine experience with various MSOffice applications such as Word and Excel

4. Excellent command of verbal and written English

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

6. Prior experience or willingness to take part in recorded phone calls

Preferred Qualifications:

1. Associate’s degree, or equivalent education and related training or experience

2. At least 3 years of experience in financial services or another highly regulated industry

3. Experience working with Salesforce

This position is flexible to an on-site, hybrid or fully remote work arrangement.

This position offers flexibility to work an 8-hour shift Monday through Friday starting between 7:00 am - 10:00 am. EST.