U.S. Bank

Contact Center Customer Experience Specialist

U.S. Bank

full-time

Posted on:

Location Type: Remote

Location: Kentucky • Ohio • United States

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Salary

💰 $20 - $23 per hour

Job Level

Junior

About the role

  • 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
  • Obtains 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
  • Processes and responds to U.S. Bank customer inquiries utilizing multiple systems to provide information on accounts while answering every call with professionalism and accuracy
  • Demonstrates a genuine interest in their customers and asks questions to resolve the customers concern while understanding how U.S. Bank can help meet their financial needs
  • Presents options to customers about ways to make their banking easy and convenient, while ensuring the needs of the customer always come first

Requirements

  • 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
  • Has 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
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer serviceproblem-solvingnegotiationmultitaskingcomputer navigationMicrosoft Office
Soft Skills
effective communicationtime managementinterpersonal skillsprofessionalismcustomer empathy
Certifications
high school diplomaspecialized skill training