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Posting Date :
Primary Location :
Atlanta Area, GA US
Work Address :
303 Peachtree Street
Job ID :
Schedule :
Job Description :
Job Description
Reviews and analyzes client complaints elevated from regulatory agencies such as the Federal Reserve, HUD, FHA, State Attorneys General, Federal and State Legislators, State Regulators, and from SunTrust Executives, SunTrust Legal, SunTrust Compliance, SunTrust Human Resources, external attorneys and the new Consumer Financial Protection Bureau (CFPB). Complaints are received by e-mail, fax, paper (mail), social media (Twitter/Facebook). Analyze for source, problem type and complexity, categorize for level of needed investigation and coordination to resolve and respond. Apply knowledge of SunTrust products and services, relevant regulatory and legal considerations, providing an objective, accurate, fair resolution for the client and SunTrust while meeting service level standards.  Act as the authorized representative of SunTrust Executive management delivering resolution and decisions directly to clients, regulatory, other external sources, and internal business managers.
Provide Quality Monitoring of department work; review for content, accuracy, SunTrust communication and brand standards and service level adherence. Insures high profile/high risk cases are elevated and documented with department management, process defects escalated to LOBs and functional areas within SunTrust.  Provide project and research resource for Compliance/Legal/Audit for internal and regulatory inquiry and response. Act as case manager in initial and follow-up interactions with external regulatory or other sources.  Compose and deliver documented response which meets SunTrust communication and privacy standards, applies professional level writing expertise and superior verbal communication.  Provide coaching, subject matter expertise and editorial support to others on the team.

Minimum requirements:  
  • High School Diploma or equivalent. 
  • Five years 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.
  • Five years proven experience compiling and composing well written, complex correspondence including editorial authority.
  • Demonstrated effective verbal and written communication skills - to defuse and calm difficult client interactions and to clearly convey information.
  • Expert MS Office Word, Excel, PowerPoint, and Outlook.
  • Use of database for queries; report writing. 
  • Exposure to financial institution policies and regulations.


Preferred Requirements: 

  • Bachelors Degree or Associates Degree,
  • Ten years experience in Financial Services related institution with concentration in one or more of the following areas: Consumer (including mortgage) lending; Retail Banking, Banking Operations, Commercial Lending, or Wealth and Investment Management, Compliance /Legal /Audit/Human Resources. Two years of this experience at SunTrust Bank. 
  • Experienced user of multiple SunTrust Systems; examples include Mortgage MLCS/MSP; Fidelity; PLX; STI Platform, OBIQ, SunTrust research and document retrieval systems, Sales Force, STIS/PWIM related. 
  • Paralegal certification or Industry related certifications/licenses.
  • MS Office Mastery certifications.  Six Sigma certifications. 
  • Expert/professional communication skills; written and verbal. MS publisher, webpage skills.

Equal Opportunity Employer: SunTrust supports a diverse workforce and is a Drug Testing and Equal Opportunity Employer. SunTrust does not discriminate against individuals on the basis of race, creed, color, gender, religion, national originTo review the EEO Poster, copy and paste the following link into your browser:
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