Contact Center Customer Experience Specialist - 24hr (Bilingual - Spanish)

Job Description

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.

Responsibilities

• Resolves customer inquiries and issues related to products and services.
• Provides information on accounts through multiple systems.
• Acts as a liaison between customers and U.S. Bank departments.
• Processes customer inquiries and issues.
• Responds to customer calls with professionalism and accuracy.
• Ensures the needs of the customer are met.

Requirements

• High school diploma or equivalent.
• Minimum of nine months of contact center customer service training/experience.
• Minimum of 18 months of prior customer service or related experience.
• Successfully completed specialized skill training.

Qualifications

• Effective problem-solving and negotiation skills.
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information.
• Prioritization and multitasking abilities.
• 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.

Skills

• Bilingual - Spanish (language premium of 10% after a successful assessment after training).

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

Pay

$20.00 - $22.50 per hour

Schedule

Shifts are assigned between 11:00 a.m. and 4:30 p.m. local time. Shifts beginning at 12:30 p.m. or later receive a 10% shift differential.

Location Expectations

This role is designated as U.S. home-based remote. 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.

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.