Research Resolutions 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

The Research Resolutions Analyst is responsible for performing a variety of document processing, research, and record‑keeping activities related to customer accounts. The role requires a thorough understanding of assigned products, services, and internal procedures in order to accurately investigate, document, and resolve customer requests while ensuring compliance with applicable policies and service standards.

Key Responsibilities

• Process and review customer account documentation in accordance with established procedures and service level agreements.
• Enter new account information and update existing customer records with accuracy and attention to detail.
• Record, verify, and reconcile customer transactions and account activity.
• Receive, classify, consolidate, and summarize customer documentation and information from multiple sources.
• Conduct research to support resolution of customer inquiries, disputes, or requests, and clearly document outcomes.
• Prepare reports, maintain records, and provide administrative and operational support as required.
• Respond to customer inquiries via written or system‑based channels, providing clear, accurate, and timely information.
• Resolve customer issues by identifying root causes, applying appropriate resolutions, and escalating when necessary.
• Ensure all work complies with internal policies, regulatory requirements, and quality standards.
• Collaborate with internal partners and teams to support effective and consistent customer resolutions.

Basic Qualifications:

• High school diploma or equivalent
• At least 1 year of experience in a related field
• Typically three to five years of clerical and customer service experience
• English proficiency at B2 level or higher 

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

• Additional Job Description

Additional Job Description

Basic Qualifications:

• High school diploma or equivalent
• At least 1 year of experience in a related field
• Typically three to five years of clerical and customer service experience
• English proficiency at B2 level or higher 

Preferred Skills/Experience:

• Thorough knowledge of products, services, terminology, procedures, and systems related to assigned area
• Strong customer service skills
• Ability to adapt to and follow established processes while promoting clear communication within the team
• Ability to manage multiple projects and deadlines simultaneously while maintaining a high level of customer service
• Ability to identify and resolve/escalate complex problems
• Proficient computer navigation skills using a variety of software packages including Microsoft Office applications
• Effective verbal and written communication skills

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.