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U.S. Bank Complaints Resolution Analyst with German in Remote, Poland

A leader in the payments industry, Elavon provides end-to-end payment processing solutions and services to more than one million merchants around the world. If you want to make a difference in your life, your community and your world, join us at Elavon. We know our company is only as strong as our people, and we are committed to your professional growth and success. Elavon is part of the U.S. Bank family, a diverse workplace, where we celebrate the individuality of each member of our global team.

Job Description

Assist in evaluating and responding to complaints received from our acquiring customers.

Work within the guidance of regulatory rules and the terms & conditions of the contract.

Collaborate with our Compliance Department in relation to Regulatory and Legal cases or those relating to Consumer Protection policies and procedures.

Investigate incoming complaints and liaise with business lines such as MFM, Collections, Customer Service, Chargebacks, OPS Partner team, 2nd Line, VM, Sales, CAM, Credit and Fraud.

Compose and provide a full written response to customers outlining the issues which have been raised and how they were resolved.

Maintain professionalism, attentiveness, and ability to provide on-going assistance in each interaction with our customers.

Be available to answer incoming calls during the day.

Ensure that Productivity targets are met or exceeded daily.

Handles all additional tasks that are being given by Manager, also ensuring to revert to requests from manager in a timely manner.

Knowledge and Skills Required

  1. Ability to communicate with people in a professional and courteous manner in person, on the telephone and through written communication.

  2. Ability to answer complex calls in a professional, understanding manner.

  3. Basic Computer skills, including keyboarding and searching the internet - Microsoft applications such as Word and Excel.

  4. Ability to use various office technologies such as copiers, scanners, computers, with ability to multi-task.

  5. Ability to work in a fast-paced learning environment.

Ensure daily duties are carried out with Honesty, Integrity & Professionalism. Be a trusted adviser to our colleagues, guide and advise our business lines & employees. Champion the fair and consistent treatment of our customers, securing positive outcomes without fear of retribution. Ensure we are compliant with all relevant regulations, codes, Legislation and Policies - keep yourself, your team, our colleagues, and customers SAFE and compliant. Always do the right thing.

Role Overview

Responsible for the administration of the European Salesforce Sales Cloud; this includes system configuration, (maintenance, system enhancements/upgrades, etc.), full life-cycle of one or more projects, including requirements gathering, design, development, testing, deployment and User support.

Main Responsibilities:

  • Functioning in a Business Analyst role when required to analyze processes and design solutions in Salesforce;

  • Gathering Requirements from business Stakeholders;

  • Create and maintain appropriate documentation and standards;

  • Creating and Updating User Stories;

  • Automation of business processes, using Approval Process and Flows;

  • Administration of page layouts, security and field definitions;

  • Building Dashboards and Reports;

  • Support end to end lead referral and bank partner referrals process;

  • Data formatting and upload;

  • Support multiple projects and business as usual (BAU);

  • Driving User adoption by improving user experience and delivering efficiencies for the Users;

  • Managing User queries and advising on best case practices;

  • Setting up campaigns and collaboration with marketing department on lead generation.

Training and user documentation delivery:

  • Supporting the Learning and Development team in preparation and distribution of user guides and exercises.

Main Requirements:

The ideal candidate would have some experience with the Force.com platform (Apex, Visualforce) and Lightning but also needs to have a good business acumen and be commercially oriented.

  • Quick self-learner with passion for cloud technologies and business applications;

  • Excellent English & German language skills are required.

  • General knowledge of Database Management and CRM systems;

  • Salesforce Administrator (ADM 201) Certification or any other Certification would be an advantage but not required;

  • Experience with Apex/Force.com, Visualforce, Java, CSS, HTML5, JavaScript or any other programming languages is a plus ;

  • Advanced Excel skills would be an advantage ;

We Offer:

  • Full time position, employment agreement;

  • Remote working model with occasional travel to the Warsaw office;

  • Excellent package;

  • You can recommend friends in Referral Program and collect awards

  • Highly professional, multicultural environment and high standards of work;

  • Clearly defined career path (experts or managers), wide range of training;

  • Work in a dynamic team with a supportive inclusive culture and strong values;

  • Interaction with Clients and Colleagues across the globe;

  • You will work in an inspiring atmosphere. We work together and celebrate together - everyone will find something for themselves

  • Offices in a convenient location in Warsaw, easily accessible by Metro + bus

#LI-DK1 #LI-Remote #LI-Hybrid

If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants (https://careers.usbank.com/global/en/disability-accommodations-for-applicants) .

Benefits :

We offer an exciting, fast-paced and diverse working environment with employees of many different nationalities. We provide benefits to help you protect your health and financial security; and give you peace of mind. We also invest in your career growth with development resources that give you the opportunity to stretch and shine.

This is an Elavon posting. Elavon is a part of the U.S. Bank family.

U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.

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