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U.S. Bank National Association Logo U.S. Bank National Association · Customer Service

Complaints Intake Specialist

Poland, Warsaw · Job Posted February 21, 2026
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Job Description

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

Job Responsibility

  • 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, move to Salesforce new cases (working oldest to newest)
  • continue to monitor 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, access the assignment tracker, locate the applicable resolution team tab, scroll to the most recent entry for that case type to confirm the last person assigned, then access the OneNote assignment pages to confirm who is next in line for a case
  • If there is a limit, consult the applicable report in Salesforce to confirm the current case count for that agent
  • Once the agent is confirmed, 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, 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.

Requirements

  • High school diploma or equivalent
  • Typically one to two years of relevant experience, preferably in quality analysis and measurement activities.
  • 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.

What we offer

  • Market-competitive compensation package
  • Clearly defined salary ranges aligned with industry benchmarks and internal equity standards
  • Performance-based incentives for eligible employees
  • Inclusive equitable benefits focused around financial wellbeing, health & wellness
  • Continuous development opportunities including training, education support, and career progression pathways
  • Employee recognition programs that celebrate achievements and milestones.
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