Executive Response Specialist – Mortgage Servicing

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

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 U.S. Bank Mortgage, Consumer Lending, Wealth Management, Deposit Accounts, and Credit and Debit Card products. Escalations are received through various channels, including but not limited to regulatory agencies, senior management, and social media. Specialists are expected to build proficiency across these product areas while utilizing established resources, business line partnerships, and subject matter experts to investigate concerns and deliver accurate, timely, and customer-focused responses that align with senior management directives. Specialists are required to contact customers and de-escalate complex concerns, as well as prepare written communications notifying customers of the resolution of their complaint. In addition to addressing individual customer concerns, Specialists are responsible for identifying and addressing broader issues and trends to help ensure regulatory compliance while promoting a positive customer experience. Achieving a comprehensive response requires collaboration with management and subject matter experts across various business lines, including Compliance, Legal, Bankruptcy, Collections, Disputes, Underwriting, and others. Specialists must remain current on applicable bank policies, procedures, products, and regulatory requirements in order to provide clear and effective guidance, support continuous improvement efforts, and recommend operational enhancements.

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 all U.S. Bank policies and procedures as well as all applicable laws and regulations

This postion can be based out of Owensboro KY, Gresham Or, Tempe AZ, St Paul MN, Fargo ND

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.

Schedule is M-F 8am 5pm CST

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 (https://careers.usbank.com/global/en/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 is 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 (https://careers.usbank.com/global/en/benefits/us) .

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 (https://careers.usbank.com/verification-of-eligibility-for-employment) .

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: $20.87 - $27.84

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.