Executive Response Specialist- Card Complaints

U.S. Bank•Saint Paul, MN

1d•Hybrid

About The Position

Executive Response Specialists research, investigate, and respond to escalations involving Retail Payment Solutions. Escalations may come 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 provide responses consistent with senior management directives. The role involves contacting cardmembers to de-escalate serious complaints and writing letters or emails explaining complaint resolutions. Specialists address individual customer complaints as well as broader issues, supporting regulatory compliance and a positive customer experience. They work with teams such as 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 role has a hybrid/flexible schedule, with an expectation of working in the office at least three days per week. It may be based at the listed locations in Minnesota, North Dakota, Missouri, or 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, as well as 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, 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 involving Retail Payment Solutions.
Communicate and coordinate with team members and other business lines to develop escalation responses consistent with senior management directives.
Call cardmembers to address and de-escalate the highest-level complaints.
Write letters or emails notifying customers of complaint resolutions.
Address customer complaints individually and identify 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 current on bank policies, procedures, and regulatory requirements.
Provide 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, 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.
Pension, subject to eligibility requirements.