Client Resolution Team Manager

Job Title

In accordance with Truist in office expectations, this role will be in office 5 days/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, Business 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