Job Description
At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions, enabling the communities we support to grow and succeed in the right ways, all more confidently and more often—that’s what we call the courage to thrive. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive. Try new things, learn new skills and discover what you excel at—all from Day One.
As a wholly owned subsidiary of U.S. Bank, Elavon is committed to building the platforms and ecosystems that help over 1.5 million customers around the world to achieve their financial goals—no matter what they need. From transaction processing to customer service, to driving innovation and launching new products, we’re building a range of tailored payment solutions powered by the latest technology. As part of our team, you can explore what motivates and energizes your career goals: partnering with our customers, our communities, and each other.
We actively uphold transparent and fair hiring practices that support individual opportunity, inclusive culture, and career mobility across all levels of our organisation.
We offer meaningful opportunities for growth, a culture of inclusion, and a strong commitment to transparency and integrity in everything we do.
Job Description
Are you an experienced customer service professional who thrives in solving complex cases and making a real impact on customer experience? Join our team as an Executive Response Specialist and play a key role in handling high-level customer escalations across Retail Payment Solutions.
What You’ll Do
In this role, you will:
- Investigate and resolve complex customer escalations received through channels such as regulatory bodies, senior leadership, and social media
- Deliver high-quality responses by thoroughly analyzing each case and collaborating with multiple business units (Compliance, Legal, Disputes, Collections, etc.)
- Communicate directly with customers, including handling sensitive phone conversations and preparing professional written responses (emails and letters)
- De-escalate challenging situations, ensuring a positive and fair resolution for customers
- Contribute to process improvements by identifying trends and recommending operational enhancements
- Stay up to date with internal policies, procedures, and regulatory requirements to provide accurate guidance and feedback
Working Hours
We offer a structured schedule with predictable working hours:
- Standard working hours: Monday–Friday, 09:00–17:00
- One week per month: late shift 14:00–22:00
What We’re Looking For
Basic Requirements
- High school diploma (or equivalent)
- 3–5 years of professional experience
- Minimum 18 months of customer service experience
Preferred Skills
- Strong written and verbal communication skills (essential for professional customer interactions)
- Ability to work confidently with multiple stakeholders and departments
- Good knowledge of MS Office tools and general computer skills
- Experience with contact center systems is an advantage
- Understanding of financial products, policies, and regulations is a plus
Why Join Us?
- Work in a collaborative, international environment
- Gain exposure to multiple business areas and stakeholders
- Develop your expertise in complex problem-solving and escalation management
- Make a real impact on customer experience and operational excellence
This role requires working from a U.S. Bank location three (3) or more days per week.
Accessibility
We are committed to providing an inclusive and accessible recruitment experience. If you need adjustments at any stage of the application or hiring process, please contact your recruiter for guidance and support.
Total Rewards
U.S. Bank is committed to fair, equitable, and transparent compensation practices in line with local regulatory and legal requirements. Our total rewards approach is designed to attract, retain, and support top talent while ensuring equal pay for work of equal value.
We offer a market-competitive compensation package that includes:
Clearly defined salary ranges aligned with industry benchmarks and internal equity standards.
Performance-based incentives for eligible employees (as defined by relevant plan rules), awarded through transparent, objective criteria that recognize both individual and company performance.
Inclusive equitable benefits that are accessible to all employees and focused around our 3 main pillars of financial wellbeing, health & wellness).
Continuous development opportunities including training, education support, and career progression pathways based on inclusive and transparent criteria.
Employee recognition programs that celebrate achievements and milestones for all.
We regularly review our compensation and benefits to ensure they remain competitive, inclusive, and responsive to employee needs and market trends. Further details of the compensation package will be provided upon application.
We encourage candidates to explore the full value of our offer, including monetary and non-monetary benefits, at Employee benefits and development | U.S. Bank | Elavon.
Closing Date
Posting may be closed earlier due to high volume of applicants.
We aim to provide timely updates throughout the process and encourage early applications to ensure consideration.