Commercial Complex Research & Resolution Specialist

Job Title

Work on client complaint cases that include topics such as : account issues for small to medium business, commercial, national payments, corporate institutional, 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.

• Provide resolution and response to client complaints received by Truist, with focus on complaints coming from the Commercial Community Bank and Corporate and Institutional Group, with some work on complaints that come from regulatory agencies or Truist senior leaders.
• Ensure resolution and responses are in full regulatory compliance and aligned with Truist's policies and procedures.
• Manage and work a caseload of complaints through Salesforce and other Bank systems.
• Document cases thoroughly and ensure that client concerns have been adequately addressed in a timely and professional manner.
• Working to address client concerns while demonstrating Truist's Purpose, Mission and Value systems.
• Be an active participant in on-going training as the banking landscape changes.
• 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.

Truist is an Equal Opportunity Employer that does not discriminate on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status, or other classification protected by law. Truist is a Drug Free Workplace.