Executive Response Spec- Deposit Complaints

U.S. Bank•Saint Paul, MN

4d•Hybrid

About The Position

Executive Response Specialists research, investigate, and respond to escalations involving Retail Payment Solutions. Escalations may arrive through regulatory agencies, senior management, social media, and other channels. Specialists are expected to be knowledgeable and cross-trained on U.S. Bank credit and debit card products so they can coordinate with colleagues and other business lines and produce responses aligned with senior-management directives. The role involves contacting cardmembers by phone to de-escalate serious complaints and writing letters or emails to explain complaint resolutions. Specialists address individual customer concerns as well as broader issues to help meet regulatory requirements and support positive customer experiences. They work with management across business lines—including Compliance, Legal, Bankruptcy, Collections, Disputes, and Underwriting—and stay current on bank policies, procedures, and regulatory requirements. They also provide feedback to Service Advisors and recommend operational updates.

Requirements

High school diploma or equivalent.
Three to five years of related experience.
At least 18 months of customer service experience.

Nice To Haves

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

Responsibilities

Research, investigate, and respond to escalations relating to Retail Payment Solutions.
Communicate and coordinate with team members and other business lines to prepare escalation responses consistent with senior-management directives.
Call cardmembers to address and diffuse escalated complaints.
Write letters or emails notifying customers of complaint resolutions.
Address customer complaints individually and identify broader issues to help meet regulatory requirements and improve customer experience.
Work with management across business lines, including Compliance, Legal, Bankruptcy, Collections, Disputes, and Underwriting.
Stay current on bank policies, procedures, and regulatory requirements.
Provide feedback to Service Advisors and recommend operational updates.

Benefits

Healthcare coverage, including medical, dental, and vision.
Basic term and optional term life insurance.
Short-term and long-term disability coverage.
Pregnancy disability and parental leave.
401(k) and an employer-funded retirement plan.
Paid vacation of 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 hours worked, up to 80 hours per calendar year unless otherwise provided by law.
Incentive and recognition programs.
Equity stock purchase.