Account Review Specialist

U.S. Bank National Association•Remote, OH

7d•$21 - $28

About The Position

Establishes and maintains great working relationships with assigned business accounts, serving as the main day-to-day contact between program administrators or relationship managers. Answers, researches, and resolves operational problems experienced by the customer utilizing the Consultative Account Management approach with every client interaction. Focuses on being a strategic resource by assisting with delinquency management, client systems and program implementations; promotes standards with clients and processes by exiting paper reports or other non-efficient program management techniques and facilitating the adoption of electronic and web-based solutions. Lifts quality through identifying and reporting issues and maintaining an accurate accounting of assigned portfolio specifics. Maintains high service satisfaction by following up on client inquiries, providing training, and providing updates. Coordinates and interacts with internal teams and individuals to ensure high levels of service delivery. Extremely high client facing position where duties involving customer contact performed primarily through telephone or email communication methods.

Requirements

High school diploma or equivalent
Typically three to five years of customer service experience
Effective verbal, written, and interpersonal communication skills
Proven customer service/relations skills including the ability to deal effectively, tactfully, and knowledgeably with customers and non-customers in handling complaints, problems, and general inquiries
Effective telephone skills including listening and demonstrating courtesy, empathy, and accuracy
Thorough knowledge of all relevant operational processes and procedures and company products and services
Proficient in and able to navigate all relevant computer systems in order to pull reports, shadow clients, and troubleshoot technical issues, etc.
Ability to perform interest calculations and account adjustments
Strong analytical and problem-solving skills
Ability to manage multiple tasks/projects and deadlines simultaneously
Must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies.

Responsibilities

Establishes and maintains great working relationships with assigned business accounts, serving as the main day-to-day contact between program administrators or relationship managers.
Answers, researches, and resolves operational problems experienced by the customer utilizing the Consultative Account Management approach with every client interaction.
Assists with delinquency management, client systems and program implementations.
Promotes standards with clients and processes by exiting paper reports or other non-efficient program management techniques and facilitating the adoption of electronic and web-based solutions.
Identifies and reports issues to lift quality and maintains an accurate accounting of assigned portfolio specifics.
Follows up on client inquiries, provides training, and provides updates to maintain high service satisfaction.
Coordinates and interacts with internal teams and individuals to ensure high levels of service delivery.
Performs duties involving customer contact primarily through telephone or email communication methods.

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
Incentive and recognition programs
Equity stock purchase
Pension (all benefits are subject to eligibility requirements)