Executive Response Specialist

U.S. Bank • Owensboro, KY

2d • $24 - $32 • Hybrid

About The Position

Executive Response Specialists are responsible for researching, investigating, and resolving escalations related to all aspects of Retail Payment Solutions. Escalations are received through multiple channels, including regulatory agencies, senior leadership, and social media platforms. Specialists are expected to be fully knowledgeable and cross-trained on all U.S. Bank credit and debit card products. This expertise enables effective collaboration with team members and cross-functional business partners to ensure escalation responses align with senior management directives. The role requires direct outreach to cardmembers to de-escalate high-level concerns, as well as the preparation of professional written communications to notify customers of complaint resolutions. In addition to resolving individual customer issues, Specialists are responsible for identifying and addressing broader, systemic concerns to ensure regulatory compliance and to support a positive customer experience. Achieving comprehensive resolution requires close partnership with internal teams such as Compliance, Legal, Bankruptcy, Collections, Disputes, and Underwriting. Specialists must remain current on bank policies, procedures, and regulatory requirements in order to provide clear feedback to Service Advisors and recommend operational enhancements.

Requirements

• High school diploma or equivalent
• Three to five years of related professional experience
• Minimum of 18 months of customer service experience

Nice To Haves

• Working knowledge of assigned products, including terms, conditions, benefits, and U.S. Bank policies and service philosophy
• Prior experience investigating credit card–related complaints
• Strong written, verbal, and interpersonal communication skills
• Proficient keyboarding and PC skills; experience with word processing, spreadsheet, and other business software applications
• Familiarity with contact center systems and procedures
• Basic knowledge of U.S. Bank policies, procedures, and applicable laws and regulations

Responsibilities

• Researching, investigating, and resolving escalations related to all aspects of Retail Payment Solutions.
• Direct outreach to cardmembers to de-escalate high-level concerns.
• Preparation of professional written communications to notify customers of complaint resolutions.
• Identifying and addressing broader, systemic concerns to ensure regulatory compliance and to support a positive customer experience.
• Providing clear feedback to Service Advisors and recommending operational enhancements.

Benefits

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Pregnancy disability and parental leave
• 401(k) and employer-funded retirement plan
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED