Strategic Escalation Specialist

Socket.dev; Saint Paul (MO); On-site; USD 3,331,000 - 4,437,000; Full time

Benefits offered by this job

Healthcare

401(k)

Paid vacation

Disability insurance

Parental leave

Job summary

U.S. Bank is seeking an Executive Response Specialist to research, investigate, and respond to escalations related to Retail Payment Solutions. You will communicate with cardmembers and coordinate with Compliance, Legal, and other lines to deliver compliant, customer-focused resolutions.

In this role, you will stay current on bank policies, draft letters, and help manage escalations across channels to ensure accurate, timely responses while upholding exceptional service standards.

Qualifications

• High school diploma or equivalent.
• Three to five years of related experience.
• Minimum 18 months of customer service experience.
• Basic knowledge of assigned products, terms and benefits.
• Familiarity with contact center systems and procedures.

Responsibilities

• Thoroughly research, investigate, and respond to escalations.
• Communicate with cardmembers and diffuse high-level issues.
• Coordinate with Compliance, Legal, Disputes, and other lines to resolve escalations.
• Draft letters and emails notifying customers of resolutions.
• Stay up to date on bank policies and regulatory requirements.

Skills

Written communication

Verbal communication

Interpersonal skills

Customer service

Keyboard skills

Job description

U.S. Bank is seeking an Executive Response Specialist to research, investigate, and respond to escalations related to Retail Payment Solutions. You will communicate with cardmembers and coordinate with Compliance, Legal, and other lines to deliver compliant, customer-focused resolutions.

In this role, you will stay current on bank policies, draft letters, and help manage escalations across channels to ensure accurate, timely responses while upholding exceptional service standards.