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Escalated Complaint Res Spec at Truist

Escalated Complaint Res Spec

Truist Richmond, VA Full-Time

Req ID: R0067287

The position is described below. If you want to apply, click the Apply button at the top or bottom of this page. You'll be required to create an account or sign in to an existing one.

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Regular or Temporary:


Language Fluency: English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

This position is responsible for reviewing, analyzing and providing information to Client Resolution Specialists in order to provide front line, direct contact with clients regarding complaints. This teammate may have a combination of subject matter expertise in consumer, mortgage or commercial products and services as well as regulatory agencies and laws to ensure responses to clients are thorough, accurate and fulfill expectations of the various external bodies. Regular use of computerized systems will be used for tracking, information gathering and/or trouble shooting the concerns raised by the client. Senior Specialists are more experienced associates who work in a multi-client or multi-skilled environment.

The Senior Research Specialist will also assist and mentor other Research Specialist teammates with his/her responsibilities. The Senior Research Specialist will assist other teammates with researching and addressing escalated issues, training associates, and providing support to the team manager on special assignments and departmental process improvements.

The 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. Deliver exceptional client service by composing written correspondence to accurately address the client questions and concerns.

  2. Ensure all cases are adhering to all regulatory and compliance guidelines and policies. Follow standard procedures and policies with more senior levels using greater latitude and judgment in responding to client concerns.

  3. Conduct root cause from research and resolve the most complex level inquiries and exception items.

  4. Assist team manager with special projects and process enhancements/improvements.

  5. Assess client needs and suggest appropriate products and services.

  6. Maintain required performance standards (e.g. quality, productivity, service level agreement requirements).

  7. Ensure the security of client information.

  8. Ensure that if applicable a task is open, completed and the various systems are documented to support the research and resolution.

  9. Actively engage in providing feedback to improve communications and business processes.

  10. Assist in the resolution and tracking of client complaints. Ensure each complaint is logged with detailed explanations from the research completed. Ensure each complaint is routed to appropriate queue for tracking and reporting purposes.

  11. Assist with training of new hires and cross training initiatives, assisting with facilitation as needed.

  12. Embrace ongoing personal and professional growth and development by participating in required and voluntary educational opportunities.

  13. Escalate complaint related trends and concerns to management as needed.

  14. Attend onsite meetings as required.


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. Associates Degree, or equivalent education and related training

  2. One year of experience as a Client Resolution Research Specialist with demonstrated high performance or equivalent experience

  3. Excellent client service skills

  4. Consistent success in effective problem resolution

  5. Ability to appropriately prioritize and organize tasks to meet deadlines

  6. Ability to multi-task in a high volume, fast-paced environment

  7. Strong decision-making skills

  8. Effective listening skills

  9. Excellent verbal and written communication skills

  10. Demonstrated proficiency in attention to detail with the ability to process information with a high degree of accuracy

  11. Strong leadership qualities and excellent interpersonal skills

  12. Creative thinker and problem solver

  13. Bright, articulate and detailed oriented

  14. Action oriented and self-disciplined

  15. Ability to maintain composure and professionalism in all interactions

  16. Ability to develop and maintain excellent client relations and display genuine concern for client complaints while working with dedication towards finding solutions

  17. Operational experience to support collaboration with other business units who manage complaint handling

  18. Demonstrated proficiency in basic computer applications, such as Microsoft Office software products

  19. Ability to quickly learn/acquire all necessary platform applications required to perform the job

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

  21. Ability to think sequentially and conceptually to accurately analyze and resolve problems while minimizing client effort

  22. Ability to empathize with and prioritize client needs

Preferred Qualifications:

  1. Three years of experience in retail lending-related role in the financial services industry

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

EEO is the Law Pay Transparency Nondiscrimination Provision E-Verify

2017 SunTrust Banks, Inc. All rights reserved.

SunTrust is federally registered service marks of SunTrust Banks, Inc.

Recommended Skills

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