Executive Response Specialist - Mortgage Servicing

U.S. Bank • Saint Paul, MN

2d • Hybrid

About The Position

Executive Response Specialists are responsible for thoroughly researching, investigating, and responding to escalations relating to U.S. Bank Mortgage, Consumer Lending, Wealth Management, Deposit Accounts, and Credit and Debit Card products. Escalations are received through various channels, including but not limited to regulatory agencies, senior management, and social media. Specialists are expected to build proficiency across these product areas while utilizing established resources, business line partnerships, and subject matter experts to investigate concerns and deliver accurate, timely, and customer-focused responses that align with senior management directives. Specialists are required to contact customers and de-escalate complex concerns, as well as prepare written communications notifying customers of the resolution of their complaint. In addition to addressing individual customer concerns, Specialists are responsible for identifying and addressing broader issues and trends to help ensure regulatory compliance while promoting a positive customer experience. Achieving a comprehensive response requires collaboration with management and subject matter experts across various business lines, including Compliance, Legal, Bankruptcy, Collections, Disputes, Underwriting, and others. Specialists must remain current on applicable bank policies, procedures, products, and regulatory requirements in order to provide clear and effective guidance, support continuous improvement efforts, and recommend operational enhancements.

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 all U.S. Bank policies and procedures as well as all applicable laws and regulations

Responsibilities

• Thoroughly research, investigate, and respond to escalations relating to U.S. Bank Mortgage, Consumer Lending, Wealth Management, Deposit Accounts, and Credit and Debit Card products.
• Investigate concerns and deliver accurate, timely, and customer-focused responses that align with senior management directives.
• Contact customers and de-escalate complex concerns.
• Prepare written communications notifying customers of the resolution of their complaint.
• Identify and address broader issues and trends to help ensure regulatory compliance while promoting a positive customer experience.
• Collaborate with management and subject matter experts across various business lines, including Compliance, Legal, Bankruptcy, Collections, Disputes, Underwriting, and others.
• Remain current on applicable bank policies, procedures, products, and regulatory requirements.
• Provide clear and effective guidance, support continuous improvement efforts, and recommend 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: Senior
• Education Level: High school or GED