Customer Service Research Specialist

at  US Bank National Association

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.

JOB DESCRIPTION

As a Customer Service Research Specialist, you will be responsible for handling unique cases related to mortgages, conducting thorough research to identify resolutions, and communicating findings through written correspondence. This role requires a highly analytical mindset, exceptional attention to detail, strong problem-solving skills, and excellent written communication abilities.

Key Responsibilities:

• Analyze complex mortgage-related inquiries and identify root causes.
• Conduct in-depth research using various resources to gather relevant information.
• Collaborate with cross-functional teams to resolve customer issues effectively.
• Prepare detailed and accurate written correspondence explaining the request and providing findings.
• Maintain detailed records of all research conducted and resolutions provided.
• Continuously identify opportunities for process improvement and share insights with the team.

Basic Qualifications:

• Must have High school diploma or equivalent.
• Four or more years of experience in business and general office environment.

Preferred Skills and Experiences:.

• Previous experience in customer service or mortgage industry is a plus but not required.
• Strong analytical skills with the ability to dissect complex problems.
• Exceptional attention to detail and accuracy in work.
• Excellent written and verbal communication skills.
• Ability to work independently and collaboratively in a team environment.
• Proficiency in Microsoft Office Suite and research tools.

This position is hybrid, i.e., working typically One week at listed U.S. Bank location with flexibility to work remotely the other week.

Key Responsibilities:

• Analyze complex mortgage-related inquiries and identify root causes.
• Conduct in-depth research using various resources to gather relevant information.
• Collaborate with cross-functional teams to resolve customer issues effectively.
• Prepare detailed and accurate written correspondence explaining the request and providing findings.
• Maintain detailed records of all research conducted and resolutions provided.
• Continuously identify opportunities for process improvement and share insights with the team

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):

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