Executive Response Spec.- Deposits

Overview

At U.S. Bank, we’re on a journey to do our best. Helping customers and businesses make better financial decisions and supporting communities to grow and succeed. A career with U.S. Bank offers opportunities to learn and grow 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 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 effective communication with fellow team members and other business lines to achieve an escalation response that follows senior management directives.

Specialists are required to call card members, diffuse the highest level of escalation, and write letters/emails to customers notifying them of the resolution of their complaint. Along with addressing each customer complaint individually, Specialists must address issues on a global level to ensure regulatory compliance while creating a positive customer experience. Achieving a comprehensive response involves working with management across various business lines such as Compliance, Legal, Bankruptcy, Collections, Disputes, Underwriting, etc.

Specialists must stay up to date on Bank policies, procedures, and regulatory requirements to provide clear feedback to Service Advisors and recommend operational updates.

Qualifications

• Thoroughly research, investigate, and respond to escalations related to Retail Payment Solutions.
• Communicate and calibrate with fellow team members and other business lines to ensure escalation responses follow directives of senior management.
• Call card members and diffuse high-level escalations; write letters and emails notifying customers of resolution.
• Collaborate with management across departments (Compliance, Legal, Bankruptcy, Collections, Disputes, Underwriting, etc.) to achieve comprehensive responses.
• Stay up to date on bank policies, procedures, and regulatory requirements; provide clear feedback to Service Advisors and recommend operational updates.

• High school diploma or equivalent
• Three to five years of related experience
• Minimum 18 months of customer service experience

• Basic knowledge of all assigned products, terms, conditions, and benefits as well as U.S. Bank philosophy and policies
• Strong written, verbal, and interpersonal communication skills
• Good keyboard and PC skills using word processing and spreadsheets; familiarity with various software applications
• Basic knowledge of contact center systems and procedures
• Basic knowledge of all U.S. Bank policies, procedures, and 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.

Our approach to benefits and total rewards considers team members’ whole selves and what may be needed to thrive in and outside work. Benefits include:

• 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 full benefits available by employment status here.

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.

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: $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…