U.S. Bank

Contact Center Account Services Representative

U.S. Bank

full-time

Posted on:

Location Type: Remote

Location: Arizona • Florida • United States

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Salary

💰 $20 - $26 per hour

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.
  • Assisting dealerships with submitted contracts and assisting with resolving the questions, reviewing monthly statements, and questions on auto titles.

Requirements

  • High school diploma or equivalent
  • Typically two to three 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
  • Basic 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
  • Provide top notch customer service assisting with Business-to-Business calls
  • Experience in resolving issues and deescalating issues with a positive outcome
  • Experience with dealerships and funding is a plus
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 & Tools
customer serviceoperational processesinterest calculationsaccount adjustmentsreport generationtechnical troubleshootingprogram implementationsdelinquency managementB2B communication
Soft Skills
verbal communicationwritten communicationinterpersonal skillsproblem-solvinganalytical skillsmulti-taskingempathycourtesytactfulnessservice satisfaction
Certifications
high school diploma