Escalations & Resolution Specialist

U.S. Bank; Owensboro (KY); Hybrid; USD 28,000 - 39,000; Full time

Benefits offered by this job

Healthcare

Life insurance

Disability

Parental leave

401(k)

Paid vacation

Holidays

Adoption assistance

Sick leave

Job summary

U.S. Bank is seeking an Executive Response Specialist to thoroughly research and respond to escalations across Mortgage, Consumer Lending, Wealth Management, and more.

You will de-escalate complex issues, prepare written communications, and collaborate with Compliance, Legal, and other teams to ensure accurate, timely resolutions. This role supports a hybrid schedule with in-office presence and flexible days, requiring strong written and verbal communication, attention to policy details, and a

Qualifications

• High school diploma or equivalent.
• Three to five years of related experience.
• Minimum 18 months of customer service experience.

Responsibilities

• Thoroughly research, investigate, and respond to escalations across Mortgage, Consumer Lending, Wealth Management, Deposit Accounts, and Credit/Debit Card products.
• Contact customers to de-escalate complex concerns and prepare written communications notifying customers of resolution.
• Identify broader issues and trends to help ensure regulatory compliance while promoting a positive customer experience.

Skills

Communication skills

Customer service

Typing skills

Product knowledge

Education

High school diploma or equivalent

Job description

U.S. Bank is seeking an Executive Response Specialist to thoroughly research and respond to escalations across Mortgage, Consumer Lending, Wealth Management, and more.

You will de-escalate complex issues, prepare written communications, and collaborate with Compliance, Legal, and other teams to ensure accurate, timely resolutions. This role supports a hybrid schedule with in-office presence and flexible days, requiring strong written and verbal communication, attention to policy details, and a