Hybrid Escalations Specialist — Customer Experience

U.S. Bank; Earth City (MO); Hybrid; USD 33,000 - 44,000; Full time

Benefits offered by this job

Healthcare

Retirement plan

Paid vacation

11 holidays per year

Disability coverage

Parental leave

Job summary

U.S. Bank in Earth City, Missouri is seeking an Executive Response Specialist to thoroughly research, investigate, and respond to escalations related to Retail Payment Solutions. You will be trained across all product areas and work with multiple teams to deliver clear, compliant resolutions.

The role combines phone outreach to cardmembers with written communications, supporting a high customer-satisfaction standard, in a hybrid schedule with in-office days and flexible options.

Qualifications

• High school diploma or equivalent.
• 3–5 years of related experience.
• Minimum 18 months of customer service experience.

Responsibilities

• Research and respond to escalations across Retail Payment Solutions.
• Call cardmembers to diffuse escalations.
• Write letters or emails notifying customers of resolutions.
• Coordinate with Compliance, Legal, Collections, and other teams.
• Stay up-to-date on bank policies and regulatory requirements.

Skills

Customer service

Verbal and written communication

Interpersonal skills

Phone calls

Cross-functional collaboration

Education

High school diploma or equivalent

Job description

U.S. Bank in Earth City, Missouri is seeking an Executive Response Specialist to thoroughly research, investigate, and respond to escalations related to Retail Payment Solutions. You will be trained across all product areas and work with multiple teams to deliver clear, compliant resolutions.

The role combines phone outreach to cardmembers with written communications, supporting a high customer-satisfaction standard, in a hybrid schedule with in-office days and flexible options.