Mortgage Servicing Resolution Specialist

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 and enabling the communities we support to grow and succeed. 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 at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.

Provides case management of customer complaints by researching and gathering data, then developing a written resolution/response to the customer within service level standards. Quickly assesses complaints received in multiple formats and from multiple sources, then researches each case fully. Includes examining account information in various bank systems, reviewing policy and procedures, and reaching out to Subject Matter Experts (SMEs) from various departments. Follows up with other groups outside of Customer Advocacy for items needed to complete case records that are outstanding and that are required to develop the resolution to the customer's complaint.

• This role is remote anywhere in the U.S.*

Basic Qualifications

• Bachelor's degree, or equivalent work experience
• Four or more years of experience in administrative support activities

Preferred Skills/Experience

• Excellent customer service skills
• Ability to manage multiple tasks/projects and deadlines simultaneously
• Excellent organizational skills and be adaptable to change
• Ability to collect and organize information
• Ability to identify and resolve exceptions and to interpret data
• Ability to develop comprehensive knowledge of the applicable operational area, the product and services, applicable laws and regulations, and an understanding of applicable system(s) functionality
• Strong analytical and problem-solving skills
• Proficient PC skills, especially Microsoft Office applications
• Demonstrated administrative skills and acute attention to detail
• Strong verbal and written communication skills

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.
Learn how the way we work at U.S. Bank drives meaningful relationships with our customers and collaboration across the company.
Benefits:
Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following (some may vary based on role, location or hours):

• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law
• Up to 11 paid holiday opportunities
• 401(k) and employer-funded retirement plan
• Pregnancy disability and parental leave
• Adoption assistance
• Short-term and long-term disability
• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Paid vacation (from two to five weeks depending on salary grade and tenure)

EEO is the Law
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. Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal KNOW YOUR RIGHTS EEO poster.
E-Verify
U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.
The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, US Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401k contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $21.20 - $28.27 - $31.10
U.S. Bank will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance.