Complaints Intake 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, 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

The intake specialist is responsible for reviewing inquiries, redirecting/closing non-complaints, creating complaint cases in Salesforce and CIMS, and assigning complaint cases to resolution.

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 9 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.