Contact Center Senior Customer Experience Specialist - WBBS (Remote)

About the role

Provides a high level of customer service by responding to telephone inquiries, requests, and problems. Researches and resolves problems and errors which may include those related to Business clients, Wealth management clients, fraud support, and internet operations. Will obtain 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.

In this role, you will be the first point of contact for our customer inquiries via the telephone. You will work in a highly collaborative, fast-paced environment, where customer service is our passion. You will be 98% on the phones, handling calls for Deposit, Digital and Wealth. After six months of employment, Business training will begin.

Start date: September 9 or September 14 (confirming on September 1). The contact center is closed Sunday and closes at 11 pm CST.

Responsibilities

• Respond to telephone inquiries, requests, and problems with a high level of customer service
• Research and resolve issues related to Business clients, Wealth management clients, fraud support, and internet operations
• Develop thorough knowledge of U.S. Bank products, services, rates, terms, fees, regulations, systems, and procedures
• Act as a liaison between customers and various U.S. Bank departments to resolve complex issues

Requirements

• High school diploma or equivalent
• Typically at least three years of Contact Center customer service experience
• Successfully completed and applied training for entry-level roles

Skills

• Effective problem-solving and negotiation skills
• Ability to navigate multiple computer systems, applications, and utilize search tools
• Proven time management skills and ability to multitask
• Experience interacting positively with unsatisfied customers
• Good communication skills: speaking clearly, articulately, and accurately with a pleasant tone and common conversational courtesies
• Proficient computer navigation skills using a variety of software packages, including Microsoft Office applications

Location

This is a remote position with preference for candidates residing near the following hubs:

• Phoenix/Tempe, AZ
• Atlanta, GA
• Charlotte, NC
• Cincinnati, OH
• Milwaukee, WI
• St. Louis, MO
• Twin Cities, MN

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

Pay range: $20.00 - $24.38 per hour. In addition to salary, U.S. Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase, and 401(k) contribution and pension (all benefits are subject to eligibility requirements).