Complaints Resolution Analyst

At U.S. Bank were 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 oftenthats 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 evergrowing range of opportunities to discover what makes you thrive. Try new things learn new skills and discover what you excel atall from Day One.

Job Description

We are looking to recruit a Complaints Resolution Analyst based in our Warsaw office. The role requires someone with a passion for customer service who can respond to our customers in writing but there will also be the opportunity to speak with customers directly to resolve specific cases more efficiently and effectively.

The Complaints Resolution Analyst is expected to be fully knowledgeable and crosstrained 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.

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 ongoing 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.

Competencies for your Role how are you expected to behave

Drive for Results

Pursues goals with energy and perseverance; rarely gives up before succeeding; works to overcome barriers and challenges in order to produce desired results; can be counted on to achieve or surpass goals; consistently a top performer among peer group.

Collaboration

Develops good working relationships with others; recognizes and values differences; encourages an inclusive collaborative environment and open dialogue; puts teams goals ahead of personal agendas; shares information openly and transparently; openly supports team members and their efforts.

Agility & Innovation

Demonstrate flexibility in dealing with fastchanging priorities and different or challenging situations. Help others to continuously improve and achieve results. Explore multiple solutions to overcome obstacles. Anticipate future needs that may affect the team or organization

Risk Management

Appropriately identify and manage risks in compliance with applicable laws rules and regulations and with Company Policy.

Ethics and Trust

Maintain high ethical standards; gain the confidence and trust of others through honesty integrity and authenticity. Conducts him or herself honestly and ethically; adheres to a core set of values and standards appropriate to the situation and acts; accordingly is consistent in own words and actions; inspires trust and respect by dealing openly with people; keeps confidences and admits mistake

Key Skills and Experience 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 multitask.
• Ability to work in a fastpaced learning environment.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.

This role has been identified as a Controlled Function under the Central Bank of Irelands Individual Accountability Framework Act 2023.

Accordingly EFS must be satisfied on reasonable grounds that the role holder complies at all times with the fitness and probity/propriety standards.

Applicants agree to permit EFS (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/Propriety Standards and that you will provide EFS with all information and/or documentation relating to your qualifications experience employment history financial soundness and other interests that EFS requests for that purpose.

If theres anything we can do to accommodate a disability during any portion of the application or hiring process please refer to ourdisability accommodations for applicants.

Benefits:

We offer an exciting fastpaced 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.