U.S. Bank

Client Support Manager

U.S. Bank

full-time

Posted on:

Location Type: Hybrid

Location: Minneapolis • Florida, Minnesota • 🇺🇸 United States

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Salary

💰 $28 - $37 per hour

Job Level

Mid-LevelSenior

About the role

  • Establishes and maintains great working relationships with assigned business accounts, serving as the main day-to-day contact between program administrators or relationship managers.
  • Answers, researches, and resolves operational problems experienced by the customer utilizing the Consultative Account Management approach with every client interaction.
  • Focuses on being a strategic resource by assisting with delinquency management, client systems and program implementations; promotes standards with clients and processes by exiting paper reports or other non-efficient program management techniques and facilitating the adoption of electronic and web-based solutions.
  • Lifts quality through identifying and reporting issues and maintaining an accurate accounting of assigned portfolio specifics.
  • Maintains high service satisfaction by following up on client inquiries, providing training, and providing updates.
  • Coordinates and interacts with internal teams and individuals to ensure high levels of service delivery.
  • Extremely high client facing position where duties involving customer contact performed primarily through telephone or email communication methods.

Requirements

  • High school diploma or equivalent
  • Typically five or more years of customer service experience
  • Effective verbal, written, and interpersonal communication skills
  • Proven customer service/relations skills including the ability to deal effectively, tactfully, and knowledgeably with customers and non-customers in handling complaints, problems, and general inquiries
  • Effective telephone skills including listening and demonstrating courtesy, empathy, and accuracy
  • Thorough knowledge of all relevant operational processes and procedures and company products and services
  • Proficient in and able to navigate all relevant computer systems in order to pull reports, shadow clients, and troubleshoot technical issues, etc.
  • Ability to perform interest calculations and account adjustments
  • Strong analytical and problem-solving skills
  • Ability to manage multiple tasks/projects and deadlines simultaneously
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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer service experienceoperational processesaccount adjustmentsinterest calculationsreport generationtroubleshootingprogram implementationsdelinquency managementweb-based solutionselectronic solutions
Soft skills
verbal communicationwritten communicationinterpersonal communicationproblem-solvinganalytical skillscustomer relationsempathycourtesytactfulnessmulti-tasking
Certifications
high school diploma