Account Service Representative ( Minneapolis)

U.S. Bank • Minneapolis, MN

1d • Hybrid

About The Position

The Account Service Representative works in a highly client‑facing role with customer interactions conducted primarily via telephone or from a secure messaging portal or written communication. Responsible for establishing and maintaining great working relationships with assigned business accounts, serving as the main day to day contact between program administrators or relationship managers. Answering, researching, and resolving operational problems experienced by the customer and adding value to every client interaction. Focusing on being a strategic resource by assisting with program setup, client systems, delinquency management, promoting standard processes with clients and facilitating solutions. Assisting with identifying reporting issues and maintaining accurate information is transmitted to the delivery destination to assist with reconciliation. Maintains high service satisfaction by following up on client inquiries, providing training, and providing updates. Coordinating and interacting with internal teams and individuals to ensure high levels of service delivery.

Requirements

• High school diploma or equivalent
• Five or more years of customer service experience
• Strong verbal, written, and interpersonal communication, analytical and problem-solving 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.
• Exceptional 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.
• Ability to manage multiple tasks/projects and deadlines simultaneously.
• Must be self-directed and have the ability to work well independently with limited direct supervision.
• Proficient computer skills, using a variety of software packages including Microsoft Office, Excel, PowerPoint applications.

Responsibilities

• Establishing and maintaining great working relationships with assigned business accounts, serving as the main day to day contact between program administrators or relationship managers.
• Answering, researching, and resolving operational problems experienced by the customer and adding value to every client interaction.
• Assisting with program setup, client systems, delinquency management, promoting standard processes with clients and facilitating solutions.
• Identifying reporting issues and maintaining accurate information is transmitted to the delivery destination to assist with reconciliation.
• Maintaining high service satisfaction by following up on client inquiries, providing training, and providing updates.
• Coordinating and interacting with internal teams and individuals to ensure high levels of service delivery.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees