P-256653 Executive Response Spec

U.S. Bank National Association • St. Paul, MN

2d • $24 - $32

About The Position

Executive Response Specialists are responsible for thoroughly researching, investigating, and responding to escalations relating to all aspects of Retail Payment Solutions. Escalations are received through various channels, including but not limited to, regulatory agencies, senior management, and social media. Specialists are expected to be fully knowledgeable and cross-trained on all products related to U.S. Bank credit and debit card accounts. This enables them to effectively communicate and calibrate with fellow team members and other business lines in order to achieve an escalation response that follows the directives of senior management. Specialists are required to call cardmembers and diffuse the highest level of escalation, as well as write letters/emails to customers notifying them of the resolution of their complaint. Along with addressing each customer complaint on an individual level, Specialists must be dedicated to addressing issues on a global level, which ensures that U.S. Bank meets regulatory requirements while creating a positive customer experience. Achieving a comprehensive response is done by working with management across various business lines such as Compliance, Legal, Bankruptcy, Collections, Disputes, Underwriting, etc. Specialists must also stay up to date on Bank policies and procedures and regulatory requirements in order to provide clear and effective feedback to Service Advisors and recommend operational updates.

Requirements

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

Nice To Haves

• Basic knowledge of all assigned products, terms, conditions, and benefits as well as the U.S. Bank philosophy and policies regarding these products and services
• Strong written, verbal and interpersonal communication skills
• Good keyboard and PC skills using word processing and spreadsheet software; familiarity with various software applications
• Basic knowledge of contact center systems and procedures
• Basic knowledge of all U.S. Bank policies and procedures as well as all applicable laws and regulations

Responsibilities

• Thoroughly researching, investigating, and responding to escalations relating to all aspects of Retail Payment Solutions.
• Effectively communicate and calibrate with fellow team members and other business lines in order to achieve an escalation response that follows the directives of senior management.
• Call cardmembers and diffuse the highest level of escalation
• Write letters/emails to customers notifying them of the resolution of their complaint.
• Addressing issues on a global level, which ensures that U.S. Bank meets regulatory requirements while creating a positive customer experience.
• Provide clear and effective feedback to Service Advisors and recommend operational updates.

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
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees