Retail Payments Escalations Specialist

Jobtailor; Minnesota; On-site; USD 42,000 - 54,000; Full time

Job summary

U.S. Bank is seeking an Escalation Specialist in Minnesota to thoroughly research and resolve escalations for Retail Payment Solutions. You will handle cases across channels, stay current on bank policies, and collaborate with Compliance, Legal, and other lines to craft effective resolutions.

The role requires strong communication, a solid customer service background, and knowledge of U.S. Bank products. A Monday–Friday schedule and adherence to Code of Ethics are essential for success.

Qualifications

• Three to five years of related experience.
• Minimum 18 months of customer service experience.
• Basic knowledge of assigned product terms and benefits.
• Knowledge of U.S. Bank policies.
• Schedule is M-F 8am-5pm.
• Ability to comply with policies and codes of conduct.
• Background checks completed.

Responsibilities

• Thoroughly research, investigate, and respond to escalations relating to all aspects of Retail Payment Solutions
• Handle escalations received through regulatory agencies, senior management, social media, and other channels
• Maintain knowledge of and cross-train on U.S. Bank credit and debit card products
• Communicate and calibrate with team members and other business lines to produce escalation responses aligned with senior management directives
• Call cardmembers to diffuse the highest level of escalations
• Write letters and emails notifying customers of complaint resolutions
• Address individual customer complaints while identifying issues on a global level
• Work with Compliance, Legal, Bankruptcy, Collections, Disputes, Underwriting, and other business lines
• Stay current on bank policies, procedures, and regulatory requirements
• Provide feedback to Service Advisors and recommend operational updates

Skills

Escalation management

Customer service

Communication skills

Cross-functional collaboration

U.S. Bank product knowledge

Regulatory compliance awareness

Problem-solving

Keyboard & PC skills

Policies knowledge

Education

High School Diploma or equivalent

Tools

Word processing software

Spreadsheet software

Contact center systems

Job description

U.S. Bank is seeking an Escalation Specialist in Minnesota to thoroughly research and resolve escalations for Retail Payment Solutions. You will handle cases across channels, stay current on bank policies, and collaborate with Compliance, Legal, and other lines to craft effective resolutions.

The role requires strong communication, a solid customer service background, and knowledge of U.S. Bank products. A Monday–Friday schedule and adherence to Code of Ethics are essential for success.