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Truist Commerical Complex Research and Resolution in Atlanta, Georgia

Req ID: R0040618

Specific information related to the position is outlined below. To apply, click on the button above. You will be required to create an account (or sign in with an existing account). Your account will provide you access to your application information.Need Help?

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Regular or Temporary:

Regular

Language Fluency: English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

Review and analyze small business, commercial, national payments and corporate institutional client complaints elevated from regulatory agencies such as the State Attorneys General, Federal and State Legislators, State Regulators, and from Truist Executives/Legal/Compliance/Human Resources, external attorneys and the Consumer Financial Protection Bureau (CFPB). Analyze complaints for source, problem type and complexity, categorize for level of needed investigation and coordinate all research to resolve and respond accordingly. Apply knowledge of our Truist products and services, relevant regulatory and legal considerations, providing an objective, accurate, fair resolution for the client and for Truist while meeting service level standards.

Provide Quality Monitoring of other departmental teammates' cases by reviewing content for accuracy, brand standards, client experience principles and service level adherence. Ensure high profile/high risk cases are elevated and documented with department management and process defects are escalated to Business Units and functional areas. Serve as a project and research resource for Compliance/Legal/Audit for internal and regulatory inquiry and response. Provide subject matter expertise and editorial support to others on the team.

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 Commercial Community Bank, Corporate and Institutional Group, regulatory agency or escalated from a branch, in a professional and empathetic way while ensuring regulatory compliance and operational accuracy.

  2. 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 all stakeholders.

  3. Execute on Truist Mission, Vision and Values and client service principles in interactions with clients and other stakeholders on matters related to the full resolution of complaint investigation and response.

  4. Sustain expertise needed to serve as a "super user" for the Complaint Management System. Ensure that accurate information and documentation is collected from submitters of complaints for data aggregation and analysis, management reporting, trending, root cause analysis and recordkeeping.

  5. Maintain current professional specialized knowledge of compliance regulations, bank products, policy and procedures and other bank strategies by completing all training applicable to area of expertise.

  6. Escalate complaint-related trends and concerns to management, as needed.

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

  8. Ensure the security of client information by following client authentication protocols for each client and escalating to the appropriate area if required. Identify possible identity theft and fraud and escalate appropriately.

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

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

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

  12. Attend onsite and offsite meetings as required.

QUALIFICATIONS

Required Qualifications:

  1. Associate's degree, or equivalent education and related training or experience

  2. Five years of experience in financial services related field, law firm or regulatory agency and three years engaged in client complaint resolution or regulatory/audit examinations or direct client service.

  3. Five years proven experience compiling and composing well written, complex correspondence including editorial authority.

  4. Excellent client service skills

  5. Consistent success in effective problem resolution

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

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

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

  9. Strong decision-making skills

  10. Effective listening skills

  11. Excellent verbal and written communication skills

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

  13. Creative thinker and problem solver

  14. Bright, articulate and detailed oriented

  15. Action oriented and self-disciplined

  16. Ability to maintain composure and professionalism in highly emotional situations

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

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

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

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

  21. Ability to speak fluent English language

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

  23. Ability to empathize with and prioritize client needs

Preferred Qualifications:

  1. Bachelor's degree

  2. Three years of related experience in complaint resolution in the financial services industry

  3. Use of database for queries; report writing.

  4. Exposure to financial institution policies and regulations

  5. Experienced user of multiple Systems within Truist; examples include document retrieval systems, SalesForce, etc.

  6. Paralegal certification or Industry related certifications/licenses.

  7. MS Office Mastery certifications.

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.

Thank you for your interest in Truist! BB&T and SunTrust have come together in a transformational merger of equals to create Truist, the premier financial organization in the country. You may notice references to our legacy company names, BB&T and SunTrust, in places throughout this site. All such references should be understood to refer to Truist moving forward while we continue to transition to the Truist name.

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Thank you for your interest in Truist! BB&T and SunTrust have come together in a transformational merger of equals to create Truist, the premier financial organization in the country. You may notice references to our legacy company names, BB&T and SunTrust, in places throughout this site. All such references should be understood to refer to Truist moving forward while we continue to transition to the Truist name.

© 2017 SunTrust Banks, Inc. All rights reserved.

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

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