Client Resolution Team Supervisor

Truist

. Oversee the day-to-day work of Client Resolution Specialists .

Posted 11/2/2026full-timeUnited StatesMid-LevelSenior💰 $65,000 - $85,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive complaint resolution expertise within financial services, ensuring compliance with regulatory standards while effectively managing team performance and client communications. Proficient in mentoring and guiding team members to enhance service delivery and operational efficiency.

Highest-signal resume keywords

Complaint Resolution ExpertiseRegulatory Compliance KnowledgeTeam Leadership ExperienceClient Service ExperienceMicrosoft Office Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Complaint ResolutionRegulatory KnowledgeCase Documentation ReviewProcess ImprovementTime ManagementWorkload MonitoringClient CommunicationIssue EscalationQuality Standards ManagementMentoring

Soft Skills

Excellent Communication SkillsOrganizational SkillsProblem-Solving SkillsCollaboration SkillsCoaching Skills

Tools & Technologies

SalesforceCase Tracking ToolsMicrosoft Office

Industry Keywords

Financial ServicesClient AdvocacyComplaint ManagementRegulated IndustryAudit Readiness

About the role

Key responsibilities & impact

Oversee the day-to-day work of Client Resolution Specialists
Ensure timely, accurate, and compliant resolution of client complaints
Review complaint responses and case documentation for policy, procedure, and regulatory alignment
Coach and provide real-time support on complex, sensitive, or escalated complaints
Monitor team workload, queue management, productivity, service levels, deadlines, and quality standards
Handle a reduced number of complex or high-risk complaints
Coordinate complaints across multiple business units and elevated stakeholders
Reinforce regulatory requirements and internal controls
Support onboarding and ongoing training on complaint resolution, systems usage, and client communication
Identify trends, recurring issues, and process improvement opportunities
Escalate insights and recommendations to the Client Resolution Team Manager
Model and reinforce Truist Purpose, Mission, and Values
Work remotely on Saturdays and in the office on other scheduled work days

Requirements

What you’ll need

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
Extensive complaint resolution knowledge/experience, including knowledge of resolution path with business partners
Demonstrated success 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
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
English language fluency required
Preferred: Experience as a Client Resolution Senior Specialist at Truist
Preferred: Prior supervisory or team lead experience in a client service or complaint resolution environment
Preferred: Experience in financial services complaint management, regulatory response, or client advocacy functions
Preferred: Familiarity with complaint management systems such as Salesforce and case tracking tools
Preferred: Experience supporting quality assurance, audit readiness, or compliance reviews

Benefits

Comp & perks

Medical insurance
Dental insurance
Vision insurance
Life insurance
Disability insurance
Accidental death and dismemberment coverage
Tax-preferred savings accounts
401k plan
No less than 10 days of vacation during the first year of employment (prorated)
10 sick days (prorated)
Paid holidays
Defined benefit pension plan (depending on position and division)
Restricted stock units (depending on position and division)
Deferred compensation plan (depending on position and division)