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Job Description
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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:
Manage a team of complaint resolution agents’ onsite in Boca Raton FL to ensure the full resolution and response to all verbal and written client complaints for Service Finance Company in a professional and empathetic manner while ensuring regulatory compliance and operational accuracy. Ensure risk is minimized for regulatory and reputational risk by ensuring the teammates within Service Finance are promptly and accurately completing intake of the complaints received from clients, federal and state regulatory agencies and other parties.
This role operates with a high degree of autonomy in developing and implementing strategies to optimize responses to complaints. This role is required to collaborate with SFC Senior Leadership, Client Advocacy, Enterprise Ethics, Operations, Risk & Compliance, and Legal. The ability to lead through influence and partner are critical success factors. This teammate will serve as the primary point of contact for all Service Finance Complaints, understand the appropriate escalation and review requirements, and perform root cause analysis, and provide recommendations to leadership on process enhancements.
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 all verbal and written client complaints for Service Finance Company in a professional and empathetic manner while ensuring regulatory compliance and operational accuracy.
2. Ensure all client concerns from a complaint have been adequately addressed in a timely fashion and that proper grammar and professional correspondence is used when communicating with the business units and clients.
3. Execute on Truist’s Mission, Vision and Values and demonstrate distinctive client service attributes with each interaction with a client and other parties on matters related to the full resolution of complaint investigation and response.
4. Sustain expertise needed for the Complaint Management System. (NLS and the Truist Solution). Ensure accurate information and documentation is collected from teammates inputting complaints for data aggregation and analysis, management reporting, trending, root cause analysis and recordkeeping.
5. Prepare regular management reporting and analysis to illustrate complaint trends, themes, and root cause analysis to drive awareness, corrective actions, and process improvements.
6. Maintain current professional specialized knowledge of compliance regulations, bank products, policies and procedures and other Service Finance strategies by completing all training applicable to areas of expertise.
7. Escalate complaint-related trends and concerns to management, as needed.
8. Develop, maintain and execute a Complaints procedure for Service Finance in alignment with the Truist Complaint’s policy.
9. Ensure all complaints are categorized and reviewed in alignment with Truist Complaints Management policy and procedure.
QUALIFICATIONS
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. Bachelor’s degree, or equivalent education and related training
2. 10-15 years in a financial services compliance, risk, call center, bank operations, home improvement or retail lending functions
3. Consistent success in effective problem resolution
4. Ability to appropriately prioritize and organize tasks to meet deadlines in a complex high volume, fast paced environment.
5. Proven track record of strong sound decision-making skills and risk judgement
6. Excellent verbal and written communication skills
7. Demonstrated proficiency in attention to detail with the ability to process information with a high degree of accuracy
8. Creative thinker, problem solver and detail oriented
9. Ability to maintain composure and professionalism in high stress situations
10. Ability to develop and maintain excellent client relations and display genuine concern for client complaints while working with dedication towards finding solutions
11. Demonstrated proficiency in basic computer applications, such as Microsoft Office software products
12. Ability to quickly learn/acquire all necessary platform applications required to perform the job
13. Ability to think sequentially and conceptually to accurately analyze and complex and confidential consumer complaints
14. Ability to effectively manage and provide oversight for 4-6 complaints resolution teammates
Preferred Qualifications:
1. 5-10 years of related experience in complaint resolution in the financial services industry
2. Master’s degree or higher.
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.
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