Contact Center Customer Experience Specialist

About U.S. Bank

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 and enabling the communities we support to grow and succeed. 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 at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.

Job Description: Contact Center Customer Experience Specialist

As a Contact Center Customer Experience Specialist at U.S. Bank, you will provide a high level of customer service by responding to telephone or email inquiries, requests, and problems. This role involves researching and resolving various issues, including those related to fraud support and internet operations. You will develop a thorough knowledge of U.S. Bank's products, services, rates, terms, fees, applicable regulations, systems, and procedures. Acting as a crucial liaison, you will connect customers with various U.S. Bank departments to resolve more complex customer or technology issues.

The pay for this position is $20/hourly. We are actively hiring for our May 4th Class, with shifts assigned between 9:00 AM and 1:30 PM CT. Shifts beginning at 12:30 PM CT or later receive a 10% shift differential.

Basic Qualifications

• High school diploma or equivalent
• Typically, at least 18 months of customer service or related experience

Preferred Skills/Experience

• 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

Work Arrangement & Location

This is a remote position designated as U.S. home-based remote, with preference for candidates residing near the following hubs:

• Cincinnati, OH
• Milwaukee, WI
• Fargo, ND
• Knoxville, TN
• Twin Cities, MN
• St. Louis, MO
• Owensboro, KY
• Atlanta, GA
• Charlotte, NC
• Oshkosh, WI
• Dallas, TX
• Phoenix/Tempe, AZ
• Portland, OR

If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

Benefits

Our comprehensive benefits and total rewards package supports your whole self, in and outside of work. Benefits include:

• 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

Review our full benefits available by employment status here.

Equal Opportunity Employer

U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law.

E-Verify & Background Checks

U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program. U.S. Bank will consider qualified applicants with arrest or conviction records for employment, conducting background checks consistent with applicable local and federal laws, including Section 19 of the Federal Deposit Insurance Act (FDIA).

Key skills/competency

• Customer Service
• Inquiry Resolution
• Problem Solving
• Fraud Support
• Account Management
• Communication Skills
• Negotiation
• Time Management
• Multitasking
• Microsoft Office