Executive Response Specialist

Executive Response Specialist

At U.S. Bank, we're on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel atall from Day One.

Are you passionate about customer service? Do you enjoy digging into situations and creating solutions? If so this may be the career for you.

Executive Response Specialists are responsible for researching, investigating, and resolving escalations related to all aspects of Retail Payment Solutions. Escalations are received through multiple channels, including regulatory agencies, senior leadership, and social media platforms.

Specialists are expected to be fully knowledgeable and cross-trained on all U.S. Bank credit and debit card products. This expertise enables effective collaboration with team members and cross-functional business partners to ensure escalation responses align with senior management directives. The role requires direct outreach to cardmembers to de-escalate high-level concerns, as well as the preparation of professional written communications to notify customers of complaint resolutions.

In addition to resolving individual customer issues, Specialists are responsible for identifying and addressing broader, systemic concerns to ensure regulatory compliance and to support a positive customer experience. Achieving comprehensive resolution requires close partnership with internal teams such as Compliance, Legal, Bankruptcy, Collections, Disputes, and Underwriting.

Specialists must remain current on bank policies, procedures, and regulatory requirements in order to provide clear feedback to Service Advisors and recommend operational enhancements.

Basic Qualifications

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

Preferred Skills and Experience

• Working knowledge of assigned products, including terms, conditions, benefits, and U.S. Bank policies and service philosophy
• Prior experience investigating credit cardrelated complaints
• Strong written, verbal, and interpersonal communication skills
• Proficient keyboarding and PC skills; experience with word processing, spreadsheet, and other business software applications
• Familiarity with contact center systems and procedures
• Basic knowledge of U.S. Bank policies, procedures, and applicable laws and regulations

Schedule is M-F, 8 hours between 7am-6pm Central

We currently have this positon available in our deposits team as well as our cards team.

This role is hybrid. Team members who are in a hybrid role typically spend three days a week at the listed U.S. Bank location(s), while having flexibility on their work location for the other working days.

This position requires the 60% of time in office at- Columbia Center, Or/Fargo, ND or West Side Flats, MN, Tempe Az or Owensboro.KY

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.

Benefits:

• 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

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: $24.18 - $32.21

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 California Fair Chance Act as well as the San Francisco Fair Chance Ordinance. U.S. Bank is subject to, and conducts background checks consistent with the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA). In addition, certain positions may also be subject to the requirements of FINRA, NMLS registration, Reg Z, Reg G, OFAC, the NFA, the FCPA, the Bank Secrecy Act, the SAFE Act, and/or federal guidelines applicable to an agreement, such as those related to ethics, safety, or operational procedures.

Applicants must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies.

Posting may be closed earlier due to high volume of applicants.