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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
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 comprehensive knowledge of U.S. Bank products, policies, and regulatory requirements to ensure compliance and operational efficiency.
Highest-signal resume keywords
Customer Service ExperienceEscalation ManagementRegulatory Compliance KnowledgeWritten And Verbal Communication SkillsKnowledge Of U.S. Bank Products
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Escalation ResponseComplaint ResolutionKnowledge Of Bank PoliciesContact Center ProceduresKeyboard SkillsPC SkillsWord Processing SoftwareSpreadsheet Software
Soft Skills
Interpersonal CommunicationTeam CollaborationEffective Feedback
Industry Keywords
Retail Payment SolutionsU.S. BankRegulatory AgenciesCode Of EthicsBusiness Conduct
About the role
Key responsibilities & impact- 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 comprehensive knowledge and cross-training on U.S. Bank credit and debit card products
- Communicate and calibrate with fellow team members and other business lines to achieve escalation responses following senior management directives
- Call cardmembers and diffuse the highest level of escalation
- Write letters and emails notifying customers of complaint resolutions
- Address individual customer complaints while identifying and addressing issues on a global level
- Work with management across Compliance, Legal, Bankruptcy, Collections, Disputes, Underwriting, and other business lines
- Stay current on bank policies, procedures, and regulatory requirements
- Provide clear and effective feedback to Service Advisors and recommend operational updates
Requirements
What you’ll need- 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 the U.S. Bank philosophy and policies regarding these products and services
- 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 all U.S. Bank policies and procedures as well as all applicable laws and regulations
- 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
Benefits
Comp & perks- 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
- Incentive and recognition programs
- Equity stock purchase
- 401(k) contribution and pension