Contact Center Experience Specialist - (Bilingual Japanese)

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.

Responsibilities

• Responds to telephone or email inquiries, requests, and problems
• Researches and resolves problems and errors 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

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
• Successfully completed specialized skill training

Qualifications

• Bilingual ability to read, write, and speak in business-level proficiency of Japanese language and English

Preferred Skills/Experience

• Effective problem-solving and negotiation skills
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Prowess in time management 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

Schedule

This position operates on a split shift, meaning the workday is divided into two separate shifts with a break in between. Candidates must be comfortable with this schedule. 8:00am-12:00pm and 4:00pm - 8:00pm CST. This is a remote position with preference for candidates residing near the following hubs: Cincinnati, OH, Milwaukee, WI, Fargo, ND, Knoxville, TN, Twin Cities, MN, St. Louis, MO, Owensboro, KY, Atlanta, GA, Charlotte, NC, Oshkosh, WI, Dallas, TX, Phoenix/Tempe, AZ, Portland, OR.

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.

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
• 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 Range

$20.00 - $22.50