Executive Response Specialist – Cards

U.S. Bank

Executive Response Specialist resolving escalated U.S. Bank credit and debit card complaints.

Posted 8/18/2026full-timeSaint Paul • Minnesota, North Dakota • 🇺🇸 United StatesMid-LevelSenior💰 $24 - $32 per hourWebsite

Core Competencies

Role fit

Core Competencies

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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.

Highest-signal resume keywords

Retail Payment SolutionsCustomer Service ExperienceU.S. Bank Policies and ProceduresWritten and Verbal Communication SkillsEscalation Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Knowledge of U.S. Bank ProductsBasic Knowledge of Contact Center SystemsRegulatory Compliance KnowledgeKeyboard and PC SkillsWord Processing SoftwareSpreadsheet Software

Soft Skills

Interpersonal Communication SkillsProblem-Solving Skills

Tools & Technologies

Various Software Applications

Industry Keywords

Escalation ResponseCustomer Complaint ResolutionBanking RegulationsOperational UpdatesService Advisor Feedback

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 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 cardmembers 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

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 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

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
Pension
Disability accommodations during the application or hiring process