Note: The job is a remote job and is open to candidates in USA. U.S. Bank is dedicated to helping customers and businesses make better financial decisions while supporting community growth. The Contact Center Customer Experience Specialist role involves providing exceptional customer service by responding to inquiries and resolving issues related to banking products and services.

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
• 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