U.S. Bank Executive Response Specialist in SAINT PAUL, Minnesota
Researches sensitive customer escalations directed to senior level management and received through a regulatory agency or from an elected official, ensuring applicable laws and regulations as well as internal policies and procedures were adhered to in all customer interactions. Responsible for the delivery of complete, accurate, courteous and professional responses to customers and authorized third parties representing all business lines across the bank. Interacts with business lines, compliance, legal, and all levels of management as needed to bring issues to resolution. Represents senior management company-wide when corresponding with customers by mail or email or when on the telephone.
Responds to professionals (e.g., attorneys, congressmen, senators, regulators) as well as customers on behalf of U.S. Bancorp’s CEO, Managing Committee, and Board Members. Ensures thorough and timely research is conducted concerning complaints that are escalated to members of U.S. Bancorp’s Managing Committee, Board of Directors, Government Relations, Media/Public Relations, and issues received from government agencies such as the CFPB or OCC.
Advises management within the business lines in preparing customer correspondence and reviews to ensure that it is fair, accurate, respectful and empathetic to our customer’s specific situation. Establishes issue priority, and sensitivity. Considers Bank reputation in addressing issues.
Minimize risk to U.S. Bancorp by diffusing aggressive customers’ potentially harmful statements and/or actions by resolving complaints with a level of diplomacy and fairness representative of senior management.
Analyzes and interprets requests from customers, legislators and regulatory agencies to determine the best resource for research.
Understands complex issues and coordinates resolution of same across multiple business lines, some with varying perspectives, and seeks the appropriate course to follow for the organization rather than for any one individual business line, considering the possible impact our response may have on the corporation as a whole.
Acts as a consultant/ resource for all business lines or products with respect to questions and consulting in responding to executive, regulatory, legal, congressional, and sensitive issues or those with high visibility
Maintains knowledge of all products and services offered in multiple business lines with a focus on all branch, 24 Hour Banking, Online Banking, Direct Lending and Consumer Loans related issues. Keeps informed of new of changing developments, products, services or ideas that would affect operations.
Researches escalated or sensitive customer complaints or issues regarding the organization’s products or services, and communicates resolution to customer with the highest degree of professionalism.
Actively ensures compliance with the U.S. Bank Code of Ethics and Anti-Money Laundering, Bank Secrecy Act, Information Security, and Suspicious Reporting requirements, policies and procedures
Establish and maintain strong communication and working relationships with all levels of management in the individual Lines of Business.
Recommends changes to products, processes or procedures to improve service, efficiency, and overall benefit to the organization and our customers.
Logs and tracks status of all issues on a tracking database. Secures all supporting documentation in a central retention location for future reference.
Bachelor's degree, or equivalent work experience
Two to three years of experience in an applicable risk management environment
Three to four years of prior customer service experience
Knowledgeable of U.S. Bancorp products, operations, systems, policies and procedures
Proven effective verbal and written communication skills
Excellent interpersonal skills and ability to work independently
Ability to research and manage multiple projects and deadlines simultaneously
Working ability of Excel, Microsoft Word and Power Point
Job: Compliance / Quality Control
Primary Location: Minnesota-MN-Saint Paul
Shift: 1st - Daytime
Average Hours Per Week: 40
Requisition ID: 170026181
Other Locations: North Dakota-ND-Fargo