Executive Response Specialist- Card Complaints

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed.  We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One. Job Description Executive Response Specialists are responsible for thoroughly researching, investigating, and responding to escalations relating to all aspects of Retail Payment Solutions. Escalations are received through various channels, including but not limited to, regulatory agencies, senior management, and social media. Specialists are expected to be fully knowledgeable and cross-trained on all products related to U.S. Bank credit and debit card accounts. This enables them to effectively communicate and calibrate with fellow team members and other business lines in order to achieve an escalation response that follows the directives of senior management. Specialists are required to call cardmembers and diffuse the highest level of escalation, as well as write letters/emails to customers notifying them of the resolution of their complaint. Along with addressing each customer complaint on an individual level, Specialists must be dedicated to addressing issues on a global level, which ensures that U.S. Bank meets regulatory requirements while creating a positive customer experience. Achieving a comprehensive response is done by working with management across various business lines such as Compliance, Legal, Bankruptcy, Collections, Disputes, Underwriting, etc. Specialists must also stay up to date on Bank policies and procedures and regulatory requirements in order to provide clear and effective feedback to Service Advisors and recommend operational updates. Basic Qualifications - High school diploma or equivalent - Three to five years of related experience - Minimum 18 months of customer service experience Preferred Skills/Experience - 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 contact center systems and procedures - Basic knowledge of all U.S. Bank policies and procedures as well as all applicable laws and regulations Location Expectations The role offers a hybrid/flexible schedule, which means there's an in-office expectation of 3 or more days per week and the flexibility to work outside the office location for the other days. This postion can be worked from the folowing locations: MN, West Side Flats/ ND, Fargo/MO, Earth City Rider Trail or KY Tamarack RD If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our  disability accommodations for applicants . Benefits:   Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following: • 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