Executive Response Specialist- Card Complaints

U.S. Bank•Owensboro, KY

1d•$24 - $32•Hybrid

About The Position

Executive Response Specialists thoroughly 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 colleagues and other business lines and prepare responses consistent with senior management directives. The role includes calling cardmembers to resolve high-level escalations and writing letters or emails to communicate complaint resolutions. Specialists address individual complaints as well as broader issues to help meet regulatory requirements and provide a positive customer experience. They work with management across business lines, including Compliance, Legal, Bankruptcy, Collections, Disputes, and Underwriting. They also keep current on bank policies, procedures, and regulatory requirements; provide feedback to Service Advisors; and recommend operational updates. The position follows a hybrid/flexible schedule, with an expectation to work in the office at least three days per week and flexibility to work outside the office on other days. It can be based in West Side Flats, Minnesota; Fargo, North Dakota; Earth City Rider Trail, Missouri; or Tamarack Road, Kentucky.

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, and of U.S. Bank’s 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, 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 relating to Retail Payment Solutions received through channels such as regulatory agencies, senior management, and social media.
Maintain knowledge of and cross-training on U.S. Bank credit and debit card products and coordinate with team members and other business lines.
Call cardmembers to address and diffuse high-level escalations.
Write letters and emails notifying customers of complaint resolutions.
Address individual complaints and broader issues to support regulatory compliance and a positive customer experience.
Collaborate with management across business lines, including Compliance, Legal, Bankruptcy, Collections, Disputes, and Underwriting, to develop comprehensive responses.
Stay current on bank policies, procedures, and regulatory requirements.
Provide clear and effective 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 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 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.