Executive Response Specialist – Card Complaints

U.S. Bank

. Research, investigate, and respond to escalations relating to all aspects of Retail Payment Solutions .

Posted 10/23/2026full-timeUnited StatesMid-LevelSenior💰 $24 - $32 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Retail Payment Solutions, effectively managing escalations and customer complaints while ensuring compliance with U.S. Bank policies and regulatory requirements. Strong communication skills are essential for collaborating with various business lines and addressing customer concerns.

Highest-signal resume keywords

Retail Payment SolutionsCustomer Service ExperienceEscalation ManagementRegulatory ComplianceCommunication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Knowledge of U.S. Bank ProductsComplaint ResolutionContact Center SystemsKeyboard SkillsPC SkillsWord Processing SoftwareSpreadsheet SoftwareUnderstanding of Bank PoliciesKnowledge of Applicable LawsEscalation Response Development

Soft Skills

Interpersonal CommunicationWritten CommunicationVerbal CommunicationProblem-SolvingTeam Collaboration

Tools & Technologies

Various Software Applications

Industry Keywords

U.S. Bank PhilosophyCode of EthicsBusiness ConductWorkplace ConductSafety Policies

About the role

Key responsibilities & impact

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 team members and other business lines to develop escalation responses aligned with 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 and identify 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 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 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 U.S. Bank policies and procedures and 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