Executive Response Specialist- Deposits

US Bank; Saint Paul (MN); On-site; USD 33,000 - 44,000; Full time

Benefits offered by this job

Healthcare (medical, dental, vision)

401(k) and employer-funded retirement

Paid vacation

Holidays

Adoption assistance

Sick leave

Job summary

U.S. Bank in Saint Paul, MN is seeking an Executive Response Specialist to thoroughly research, investigate, and respond to escalations across Retail Payment Solutions.

You will communicate with customers and colleagues to resolve issues in a manner consistent with senior management directives and regulatory requirements. You will partner with Compliance, Legal, Disputes, and other teams, write clear letters and emails to customers, and stay current on bank policies and procedures to deliver

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.
• 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.

Responsibilities

• Research, investigate, and respond to escalations related to Retail Payment Solutions.
• Call cardmembers and diffuse high-level escalations.
• Write letters/emails to customers notifying resolution of their complaint.
• Collaborate with Management across Compliance, Legal, Bankruptcy, Collections, Disputes, Underwriting and other lines to ensure compliant responses.

Skills

Communication skills

PC skills

Customer service

Regulatory awareness

Education

High school diploma or equivalent

Tools

Contact center systems

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

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 .

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

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.