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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
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 ExperienceRegulatory ComplianceWritten Communication SkillsInterpersonal Communication Skills
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 ManagementKnowledge of U.S. Bank ProductsComplaint ResolutionContact Center SystemsKeyboard SkillsPC SkillsWord Processing SoftwareSpreadsheet SoftwareUnderstanding of Bank PoliciesKnowledge of Applicable Laws
Soft Skills
Verbal Communication SkillsInterpersonal Skills
Industry Keywords
U.S. BankCustomer ComplaintsOperational UpdatesComplianceLegalBankruptcyCollectionsDisputesUnderwritingCode of Ethics
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, and social media
- 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 achieve 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 customer complaints individually and identify 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
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