Note: The job is a remote job and is open to candidates in USA. U.S. Bank is on a journey to help customers and businesses make better financial decisions. The Contact Center Customer Experience Specialist will provide high-level customer service by responding to inquiries, resolving issues, and acting as a liaison between customers and bank departments.
Responsibilities
- Provides a high level of customer service by responding to telephone or email inquiries, requests, and problems
- Researches and resolves problems and errors which may include those related to fraud support and internet operations
- Will obtain a thorough knowledge of products, services, rates, terms, fees, applicable regulations, systems and procedures
- Acts as a liaison between customers and various U.S. Bank departments to resolve more complex customer or technology issues
- Process and respond to U.S. Bank customer inquiries utilizing multiple systems to provide information on accounts while answering every call with professionalism and accuracy
- Successful bankers demonstrate a genuine interest in their customers and ask questions to resolve the customers concern while understanding how U.S. Bank can help meet their financial needs
- Personal Bankers are able to present options to customers about ways to make their banking easy and convenient, while ensuring the needs of the customer always come first
Skills
- High school diploma or equivalent
- Typically has a minimum of nine months of Contact Center customer service training/experience, 18 months of prior customer service or related experience, and has successfully completed specialized skill training
- Effective problem-solving and negotiation skills
- Ability to navigate multiple computer systems, applications, and utilize search tools to find information
- Proven time management skills and ability to multitask
- Experience interacting positively with unsatisfied customers
- Good communication skills including speaking clearly, articulately and accurately while using a pleasant tone and common conversational courtesies
- Proficient computer navigation skills using a variety of software packages including Microsoft Office applications
Benefits
- 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 law
- Incentive and recognition programs
- Equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements)
Company Overview