Executive Response Specialist – Cards

• 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 card members 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

• 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, conditions, and benefits
• Knowledge of U.S. Bank product and service philosophy and policies
• 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 contact center systems and procedures
• Basic knowledge of U.S. Bank policies and procedures
• Knowledge of applicable laws and regulations
• Schedule is M-F 8am-5pm
• Ability to comply with U.S. Bank policies, Code of Ethics and Business Conduct, and workplace conduct and safety policies
• Successful completion of applicable employment eligibility verification and background checks

Demonstrates expertise in handling escalations related to Retail Payment Solutions, with strong communication skills to effectively address customer complaints and collaborate with various business lines. Maintains knowledge of U.S. Bank products, policies, and regulatory requirements to ensure compliance and operational efficiency.

• Retail Payment Solutions
• Customer Service Experience
• U.S. Bank Policies and Procedures
• Written and Verbal Communication Skills
• Escalation Management

• Knowledge of U.S. Bank Products
• Basic Knowledge of Contact Center Systems
• Regulatory Compliance Knowledge
• Keyboard and PC Skills
• Word Processing Software
• Spreadsheet Software

• Interpersonal Communication Skills
• Problem-Solving Skills

• Escalation Response
• Customer Complaint Resolution
• Banking Regulations
• Operational Updates
• Service Advisor Feedback

• Various Software Applications