Executive Response Specialist- Card Complaints

U.S. Bank; Owensboro (KY); Hybrid; USD 33,000 - 44,000; Full time

Benefits offered by this job

Healthcare (medical, dental, vision)

Life insurance

Disability insurance

Parental leave

401(k)

Paid vacation

Paid holidays

Adoption assistance

Sick leave

Job summary

U.S. Bank is seeking an Executive Response Specialist to thoroughly investigate and respond to escalations related to Retail Payment Solutions. You will work with Compliance, Legal, and other teams to craft a comprehensive resolution and communicate outcomes to customers, calling cardmembers when needed.

The role requires strong communication skills, a high school diploma, and 3–5 years of related experience, including customer service. A hybrid schedule with in‑office days is offered.

Qualifications

• High school diploma or equivalent
• Three to five years of related experience
• Minimum 18 months of customer service experience
• Strong written, verbal and interpersonal communication skills
• Basic knowledge of all assigned products and policies

Responsibilities

• Research and respond to escalations across Retail Payment Solutions
• Call cardmembers to diffuse escalations
• Write letters/emails notifying customers of resolution
• Coordinate with Compliance, Legal, Disputes and other teams to satisfy directives
• Stay up to date on bank policies and regulatory requirements

Skills

Customer service

Communication skills

PC skills

Policy knowledge

Job description

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

This 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

• 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

Review our full benefits available by employment status here.

U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law.

E-Verify

U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E‑Verify program is an Internet‑based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E‑Verify program.

The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, U.S. Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $24.18 - $32.21

U.S. Bank will consider qualified applicants with arrest or conviction records for employment. U.S. Bank conducts background checks consistent with applicable local laws, including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act as well as the San Francisco Fair Chance Ordinance. U.S. Bank is subject to, and conducts background checks consistent with the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA). In addition, certain positions may also be subject to the requirements of FINRA, NMLS registration, Reg Z, Reg G, OFAC, the NFA, the FCPA, the Bank Secrecy Act, the SAFE Act, and/or federal guidelines applicable to an agreement, such as those related to ethics, safety, or operational procedures.

Applicants must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies.

Posting may be closed earlier due to high volume of applicants.