Senior Customer Experience Specialist

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

• Respond to customer inquiries via telephone or email
• Research and resolve customer problems and errors, including fraud support and internet operations issues
• Develop thorough knowledge of U.S. Bank products, services, rates, terms, fees, regulations, systems, and procedures
• Act as a liaison between customers and internal 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 search tools
• Proven time management and multitasking abilities
• Experience interacting positively with unsatisfied customers
• Clear, articulate, and accurate communication with a pleasant tone
• Proficient computer navigation using various software packages, including Microsoft Office applications

Location

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

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 - $26.39 per hour. The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location. 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).