Senior Commercial/Complex Client Resolution Specialist

Truist

. Review and analyze small business, commercial, national payments and corporate institutional client complaints elevated from regulatory agencies, executives, Legal, Compliance, Human Resources, external attorneys and the CFPB .

Posted 11/3/2026full-timeUnited StatesSenior💰 $50,000 - $70,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in client complaint resolution within the financial services industry, applying regulatory knowledge and strong communication skills to ensure compliance and enhance client relations. Proven ability to lead teams, mentor staff, and facilitate training while maintaining high standards of quality and productivity.

Highest-signal resume keywords

Client Complaint ResolutionRegulatory Compliance KnowledgeLeadership AbilitiesEffective Problem ResolutionExcellent Verbal And Written Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Complaint AnalysisDocumentation AccuracyDatabase QueryingReport WritingTruist Systems ProficiencyMicrosoft Office ProficiencyTraining Module DesignRoot-Cause AnalysisService-Level AdherenceClient Authentication Protocols

Soft Skills

Attention To DetailCreative ThinkingEmpathyEffective ListeningMultitasking

Tools & Technologies

Complaint Management SystemSalesforceDocument Retrieval Systems

Certifications & Qualifications

Paralegal CertificationIndustry-Related Certifications/LicensesMS Office Mastery Certifications

Industry Keywords

Financial ServicesRegulatory AgenciesClient Experience PrinciplesAudit ExaminationsOperational ExperienceBank ProductsCompliance RegulationsHigh-Risk CasesClient RelationsComplaint Management Program

About the role

Key responsibilities & impact

Review and analyze small business, commercial, national payments and corporate institutional client complaints elevated from regulatory agencies, executives, Legal, Compliance, Human Resources, external attorneys and the CFPB
Analyze complaints by source, problem type and complexity; categorize investigation levels and coordinate research
Apply knowledge of Truist products and services and relevant regulatory and legal considerations to provide objective, accurate and fair resolutions
Provide quality monitoring of teammates' cases for accuracy, brand standards, client experience principles and service-level adherence
Escalate high-profile or high-risk cases, process defects, trends and concerns to management, business units and functional areas
Serve as a project and research resource for Compliance, Legal and Audit inquiries and responses
Provide subject matter expertise and editorial support to the team
Coach, mentor and lead less experienced Specialists
Support the Complaint Management Program
Assist with onboarding and training new hires and Line of Business stakeholders
Resolve and respond to verbal and written client complaints professionally, empathetically and in compliance with regulatory requirements
Ensure complaints are fully addressed promptly using accurate documentation, grammar and professional correspondence
Serve as a super user for the Complaint Management System and maintain documentation for reporting, trending, root-cause analysis and recordkeeping
Maintain current knowledge of compliance regulations, bank products, policies and procedures through required training
Maintain quality, productivity and service-level standards
Follow client authentication protocols and escalate suspected identity theft or fraud
Track tasks and document systems supporting research and resolution
Participate in meetings, feedback initiatives, educational opportunities and process improvements
Monitor business metrics and case capacity to ensure timely case closure
Reopen auto-closed cases and assign them for resolution
Review resolved cases for risk overrides or Compliance Officer disposition
Extend complex cases when additional research is required
Review monthly reports to identify missed SLAs and coaching opportunities
Participate in Line of Business review meetings
Act as subject matter expert for assigned Business Units
Assist with candidate interviews

Requirements

What you’ll need

Associate's degree, or equivalent education and related training
Seven years of experience in a financial services related field, law firm or regulatory agency, including three years engaged in client complaint resolution, regulatory/audit examinations or direct client service
Seven years of proven experience compiling and composing well-written, complex correspondence, including editorial authority
Excellent client service skills
Proven success in effective problem resolution
Ability to prioritize and organize tasks to meet deadlines
Leadership abilities
Ability to design and facilitate training modules
Ability to function effectively on a team with an off-site manager
Ability to multitask in a high-volume, fast-paced environment
Strong decision-making skills
Effective listening skills
Excellent verbal and written communication skills
Attention to detail and ability to process information accurately
Creative thinking and problem-solving skills
Ability to maintain composure and professionalism in highly emotional situations
Ability to develop and maintain excellent client relations and display genuine concern for client complaints
Operational experience supporting collaboration with business units managing complaint handling
Proficiency in basic computer applications, such as Microsoft Office
Ability to quickly learn required platform applications
Fluent English language skills
Ability to analyze and resolve problems sequentially and conceptually while minimizing client effort
Ability to empathize with and prioritize client needs
Bachelor's degree preferred
Five years of related experience in complaint resolution in the financial services industry preferred
Database query and report-writing experience preferred
Exposure to financial institution policies and regulations preferred
Experience with multiple Truist systems, including document retrieval systems and Salesforce, preferred
Paralegal certification or industry-related certifications/licenses preferred
MS Office Mastery certifications preferred

Benefits

Comp & perks

Medical insurance
Dental insurance
Vision insurance
Life insurance
Disability insurance
Accidental death and dismemberment coverage
Tax-preferred savings accounts
401k plan
At least 10 days of vacation during the first year, prorated based on date of hire and full-time or part-time status
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)