Executive Response Spec- Deposit Complaints

U.S. Bank•Saint Paul, MN

5d•$24 - $32•Hybrid

About The Position

Executive Response Specialists research, investigate, and respond to escalations involving all aspects of Retail Payment Solutions. Escalations may come through regulatory agencies, senior management, social media, and other channels. Specialists must be knowledgeable and cross-trained on U.S. Bank credit and debit card products so they can coordinate with teammates and other business lines and develop responses consistent with senior management directives. The role includes calling cardmembers to address high-level escalations and writing letters or emails to explain complaint resolutions. Specialists address individual complaints as well as broader issues, supporting regulatory compliance and a positive customer experience. They work with management across business areas such as Compliance, Legal, Bankruptcy, Collections, Disputes, and Underwriting. They also stay current on bank policies, procedures, and regulatory requirements, provide feedback to Service Advisors, and recommend operational updates. The position has a hybrid/flexible schedule, with an expectation to work in the office three or more days per week and flexibility to work outside the office location on other days.

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 those products and services.
Strong written, verbal, and interpersonal communication skills.
Good keyboard and PC skills using word-processing and spreadsheet software, and 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 related to all aspects of Retail Payment Solutions.
Maintain knowledge of and cross-training on U.S. Bank credit and debit card products.
Communicate and coordinate with team members and other business lines to develop escalation responses that follow senior management directives.
Call cardmembers to address high-level escalations and diffuse complaints.
Write letters and emails notifying customers of complaint resolutions.
Address individual complaints and broader issues to support regulatory requirements and a positive customer experience.
Work with management across business lines, including Compliance, Legal, Bankruptcy, Collections, Disputes, and Underwriting.
Stay up to date on bank policies, procedures, and regulatory requirements.
Provide clear and effective feedback to Service Advisors and recommend operational updates.

Benefits

Healthcare, including medical, dental, and vision coverage.
Basic term and optional term life insurance.
Short-term and long-term disability coverage.
Pregnancy disability and parental leave.
401(k) and 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, 401(k) contribution, and pension, subject to eligibility requirements.