Deceased Contact Center Agent

U.S. Bank • Remote, OR, OR

1d • $20 - $21 • Onsite

About The Position

This role supports customers and representatives managing accounts impacted by a death notification. The position handles sensitive account-related conversations, reviews documentation, explains available options, and helps resolve delinquent consumer accounts while delivering a professional and empathetic customer experience.

Requirements

• High school diploma or equivalent
• Two to three years of experience in collections and/or customer service activities

Nice To Haves

• Ability to communicate professionally and empathetically in sensitive situations.
• Ability to manage confidential information in a private work environment.
• Strong organization skills and ability to work across multiple systems at the same time.
• Ability to follow established procedures and maintain quality and productivity expectations.
• Proficiency with Microsoft Office applications.
• Previous collections experience.
• Experience handling complex or emotionally sensitive customer interactions.
• Experience working in a high-volume phone environment.
• Experience supporting consumer lending, deposit accounts, or related financial products.

Responsibilities

• Manage assigned delinquent consumer accounts and work with customers or authorized parties to identify appropriate repayment or resolution options.
• Handle inbound and outbound phone calls related to death notifications, responsible-party outreach, payment discussions, collateral options, and account servicing questions.
• Review account documentation and complete follow-up through written correspondence and shared email inboxes as needed.
• Navigate multiple systems to document activity accurately, maintain account records, and support timely resolution.
• Partner with internal teams across collections, recovery, lien release, repossessions, and related life-event support functions.
• Follow established procedures, quality standards, and call schedules while helping minimize loss to the organization.

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