Complaints Resolution Analyst

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. 

Job Description

Responsible for evaluating customer complaint responses; ensuring that complaint responses contain all points of the customers complaint, the appropriate adjudication is selected and the Final Response comprehensively covers all of the customers complaint. Complaints Resolution Analyst is expected to be fully knowledgeable and cross-trained on products to be able to effectively communicate and calibrate with fellow team members and other business lines in order to achieve an accurate complaint response. Complaints Resolution Analyst will also call customers in an attempt to resolve the complaint verbally and to resolve complaints more efficiently.

Key Responsibilities

- Log new cases assigned daily ensuring that details are correctly populated and that this is completed timely each day. Alternatively, complete second check of cases assigned to you to check highlighting any issues.

- 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, which ensures that we meet regulatory requirements while creating a positive customer experience.

- Compose and provide a full written response to complaints assigned 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.

- Report Regulatory breaches to the business lines when required.

- Complete outbound calls for complaints as required.

- Ensure productivity targets are met or exceeded daily.

- Ensure that mails assigned towards you on the Complaints mailbox are actioned promptly.

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

- Meet all quality targets as advised by management. Ensuring to complete handover for days when you will be off to make sure that your tasks will be completed.

- Cooperation with management across various business lines such as Compliance, Legal, Bankruptcy, Collections, Disputes, Underwriting, to achieve a comprehensive response.

Knowledge and Skills Required

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

- Ability to handle complex calls in a professional, understanding manner.

- Basic Computer skills such as using Microsoft applications i.e. Word and Excel.

- Ability to use various office technologies with the ability to multi-task.

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

- Knowledge of U.S. Bank policies and procedures as well as all applicable laws and regulations.

- Ability to work Monday to Friday between 9 AM to 5 PM or 2 PM to 10 PM. Successful candidates will work at least 50% of their shifts until 10 PM.

This role has been identified as a Controlled Function ("CF") under the Central Bank of Ireland's Fitness & Probity Regime. Accordingly, the Company must be satisfied on reasonable grounds that the role holder always complies with the Fitness and Probity Standards. Employee agrees to permit the Company (or its agents) to conduct such due diligence as it deems necessary to satisfy itself on reasonable grounds that you comply with the Fitness and Probity Standards and that you will provide the Company with all information and/or documentation relating to your qualifications, experience, employment history, financial soundness, and other interests that the Company requests for that purpose. 

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.

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.