Contact Center Customer Experience Specialist

About U.S. Bank

At U.S. Bank, we strive to help customers and businesses make smarter financial decisions while supporting community growth. We offer a diverse range of career opportunities where you can develop skills, try new roles, and excel from the very first day.

Job Summary

This role involves delivering excellent customer service by handling calls and emails related to inquiries, requests, and issues. Responsibilities include researching and resolving problems, some involving fraud support and internet operations, acquiring comprehensive knowledge of bank products, services, rates, fees, policies, and regulations. You will also act as a bridge between customers and various internal departments to address complex customer or technical concerns.

Key Responsibilities

• Respond to customer calls and emails with a high standard of service
• Investigate and resolve customer issues, including fraud and online operations concerns
• Learn and maintain thorough understanding of bank products, services, fees, and regulations
• Coordinate with multiple U.S. Bank departments to solve intricate customer or technical problems

Qualifications and Skills

• Possess a high school diploma or its equivalent
• Minimum 18 months experience in customer service or similar roles
• Strong problem-solving and negotiation abilities
• Capability to use multiple computer systems and perform detailed information searches
• Effective multitasking and time management skills
• Experience dealing positively with dissatisfied customers
• Clear and pleasant communication style
• Proficient in navigating Microsoft Office and other software applications

Benefits

• Comprehensive healthcare including medical, dental, and vision coverage
• Basic and optional term life insurance
• Short-term and long-term disability plans
• Pregnancy disability and parental leave policies
• 401(k) plan and employer-funded retirement options
• Paid vacation ranging from two to five weeks based on salary grade and tenure
• Up to 11 paid holidays each year
• Assistance with adoption expenses
• Sick and Safe Leave accruals up to 80 hours annually

Additional Information

We are committed to equal employment opportunities and consider all qualified candidates regardless of race, gender, age, disability, or other protected factors. U.S. Bank complies with E-Verify for employment eligibility and conducts background checks in line with federal and local laws, including the Fair Chance Ordinance and various regulatory requirements. Applicants must adhere to all company policies including the Code of Ethics and Business Conduct. Note that the posting may close sooner if an overwhelming number of applications are received. Accommodations are available for applicants with disabilities during the hiring process.