Complaints Intake Specialist
U.S. Bank
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
Daily Work:
- Review daily assignment schedule
- Review QM exceptions (if applicable); remediate exception or inform leadership that the exception should be challenged
- Work items/queues assigned to you for that day
- Once assigned items are cared for, the specialist will move to Salesforce new cases (working oldest to newest); specialist will continue to monitor their assigned queues to ensure new items are handled timely
- For complaints, locate the customer/account, create cases in Salesforce and Atlas, complete necessary fields in Salesforce and Atlas, and assign to the appropriate resolution agent
- For complaint case assignments, the intake specialist accesses the assignment tracker, locates the applicable resolution team tab, scrolls to the most recent entry for that case type to confirm the last person assigned, then accesses the OneNote assignment pages to confirm who is next in line for a case. If there is a limit, the intake specialist must consult the applicable report in Salesforce to confirm the current case count for that agent. Once the agent is confirmed, the intake specialist will add their name as the next entry in the tracker (spreadsheet) and assign the cases to them in Salesforce and Atlas, while ensuring the team and respondent details are accurate
- For non-complaints, the intake specialist will return the inquiry/correspondence to the submitting agent
- At the end of the day, ensure no cases remain in your name unless you have added a case comment indicating the information you are pending to complete setup of the case.
Basic Qualifications:
- High school diploma or equivalent
- Typically one to two years of relevant experience, preferably in quality analysis and measurement activities.
Preferred Skills/Experience:
- Good knowledge and understanding of the products and services applicable to the assigned area
- Good knowledge of the productivity and accuracy standards of the assigned area
- Effective verbal and written communications skills
- Proficient computer navigation skills using a variety of software packages including Microsoft Office application.
Working Hours: Monday – Friday between 8 AM – 10 PM. Each shift is 8 hours long. Team will rotate on shifts week on week based on business requirements and preferences, where possible, published for the next month a week ahead of 1st of the month.
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.
