US Bank Complaints Resolution Analyst Category Corporate 

Poland 

28418700

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.

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.

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 multi-task.
• Ability to work in a fast-paced 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 Ireland’s 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.

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