Customer Service Representative - Equipment Finance

About the role

Be the Voice That Makes Banking Easier at U.S. Bank, where every customer interaction is an opportunity to build trust and create a great experience. As a Customer Support Specialist, you’ll serve as a key point of contact for customers, helping them navigate questions, resolve issues, and find solutions with confidence. This is more than a traditional call center role—you’ll become a trusted problem solver, assisting customers across a variety of banking needs while building expertise in products, services, and operational processes. Whether you're helping a customer resolve a payment issue, navigate an online portal, or understand their account, you’ll play a direct role in delivering the high-quality service U.S. Bank is known for.

Responsibilities

• Respond to incoming customer inquiries through phone, chat, and email channels.
• Resolve customer concerns whenever possible during the first interaction.
• Provide account information and support customers with account maintenance requests.
• Research and resolve payment errors, billing disputes, and service-related issues.
• Assist customers with online banking and portal navigation.
• Submit internal requests and partner with other departments to ensure customer needs are addressed.
• Escalate complex issues when appropriate while maintaining ownership of the customer experience.
• Deliver accurate, timely, and professional service across every interaction.
• Manage a high volume of customer contacts while maintaining quality and efficiency standards.

What Makes This Opportunity Exciting?

• Join a highly collaborative team where support from leaders and peers is readily available.
• Gain exposure to a broad range of banking products, processes, and customer situations.
• Build valuable skills in problem solving, communication, conflict resolution, and customer advocacy.
• Work in a fast-paced environment where every day brings new challenges and opportunities to learn.
• Be part of a team that directly impacts customer satisfaction and loyalty.
• Develop a strong foundation for future growth opportunities within U.S. Bank.

What Success Looks Like

Successful team members are customer-focused, adaptable, and motivated by delivering exceptional service. They can balance quality and efficiency while handling a high volume of inquiries, remain calm during challenging interactions, and consistently demonstrate accountability and professionalism. The ideal candidate enjoys helping others, embraces new challenges, and takes pride in finding solutions that make a difference for customers.

Ideal Candidate Profile

• Is passionate about delivering outstanding customer experiences.
• Thrives in a fast-paced, performance-driven environment.
• Learns quickly and adapts to changing priorities.
• Demonstrates accountability, reliability, and strong attention to detail.
• Enjoys working as part of a collaborative team.
• Brings a positive attitude and a willingness to help customers succeed.

Team Environment

You’ll join a team based in St. Paul that works closely with a broader customer support organization. Team members collaborate regularly, share best practices, and foster an environment where questions are encouraged and support is always available.

Basic Qualifications

• High school diploma or equivalent
• Two to four years of relevant experience

Preferred Skills/Experience

• Banking, financial services, customer support, or call center experience
• Strong verbal and written communication skills
• Ability to manage difficult or complex customer conversations professionally
• Demonstrated problem-solving and decision-making abilities
• Strong interpersonal and relationship-building skills
• Ability to multitask and navigate multiple systems simultaneously
• Proficiency with Microsoft Office applications and general computer navigation
• Strong time management and organizational skills
• Ability to identify issues, determine solutions, and escalate appropriately when needed

Location expectations

This role requires working from a U.S. Bank location three or more days per week.

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