Complaints Resolution Analyst

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

We are looking to recruit a Complaints Resolution Analyst based in our Arklow 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 cross-trained 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.

Fitness & Probity

This role is a ‘controlled function’ as defined by the Central Bank Reform Act 2010 Regulations 2011.

Accountabilities for your role - what are you expected to do?

• 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.

Competencies for your Role - how are you expected to behave?

1. 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.

2. Collaboration

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

3. Agility & Innovation

Demonstrate flexibility in dealing with fast-changing 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.

4.  Risk Management

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

5.  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 mistakes.

Technical Competencies for your Role - what are you expected to know?

Leaving Certificate or equivalent as standard.

Qualifications Required to perform your Role?

• 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.
• Fluent in English and Polish – both oral and written communication skills is a must.

Control Function Disclosure

This role has been identified as Controlled Function (CF 4) under the CBI Regulations. Accordingly, the Company must be satisfied on reasonable grounds that the role holder complies at all times with the requirements of:

a) the CBI’s Fitness and Probity Regime and the Conduct Standards (as applicable to the role).

Applicants (and upon joining the Company, employees) agree to permit the Company (or its agents) to conduct such due diligence as it deems necessary to satisfy itself on reasonable grounds that you comply with the aforementioned requirements (as applicable to the role) and that you will provide the Company with all information and/or documentation relating to your qualifications, experience, employment history, financial soundness and other interests that the Company requests for that purpose.

It is the individual responsibility of every employee to maintain a current awareness and understanding of and to fully comply with U.S. Bank’s “Code of Ethics”. Each employee is also expected to maintain an awareness of the laws, regulations, internal policies and procedures that are appropriate for the position.

Location expectations  
This role requires working from a U.S. Bank location three (3) or more days per week.

Accessibility

We are committed to providing an inclusive and accessible recruitment experience. If you need adjustments at any stage of the application or hiring process, please contact your recruiter for guidance and support.

Total Rewards

U.S. Bank is committed to fair, equitable, and transparent compensation practices in line with local regulatory and legal requirements. Our total rewards approach is designed to attract, retain, and support top talent while ensuring equal pay for work of equal value.

We offer a market-competitive compensation package that includes:

• Clearly defined salary ranges aligned with industry benchmarks and internal equity standards.

• Performance-based incentives for eligible employees (as defined by relevant plan rules), awarded through transparent, objective criteria that recognize both individual and company performance.

• Inclusive equitable benefits that are accessible to all employees and focused around our 3 main pillars of financial wellbeing, health & wellness).

• Continuous development opportunities including training, education support, and career progression pathways based on inclusive and transparent criteria.

• Employee recognition programs that celebrate achievements and milestones for all.

We regularly review our compensation and benefits to ensure they remain competitive, inclusive, and responsive to employee needs and market trends. Further details of the compensation package will be provided upon application.

We encourage candidates to explore the full value of our offer, including monetary and non-monetary benefits, at Employee benefits and development | U.S. Bank | Elavon.

Closing Date

Posting may be closed earlier due to high volume of applicants.

We aim to provide timely updates throughout the process and encourage early applications to ensure consideration.