Contact Center Customer Experience Specialist - 24hr (Bilingual Spanish Preferred, Not Required)

U.S. Bank•Remote, TX, MO

3d•$20 - $23•Remote

About The Position

Provides high-level customer service by responding to telephone or email inquiries, requests, and problems. Researches and resolves problems and errors, which may include fraud support and internet operations. Develops thorough knowledge of products, services, rates, terms, fees, applicable regulations, systems, and procedures, and acts as a liaison between customers and U.S. Bank departments to resolve complex customer or technology issues. Processes and responds to customer inquiries using multiple systems to provide account information, handling every interaction with professionalism and accuracy. Successful bankers show genuine interest in customers, ask questions to understand and resolve concerns, and identify ways U.S. Bank can meet their financial needs. Personal Bankers present options that make banking easy and convenient while keeping customer needs first. This is a U.S. home-based remote position. Spanish bilingual skills are preferred but not required. Multiple positions are available; the posting lists a November 30 start date and classes starting January 6, 2027. Example shifts include 8:15 a.m.–4:45 p.m., 10:00 a.m.–6:30 p.m., and 12:30 p.m.–9:00 p.m. Shifts beginning at 12:30 p.m. or later receive a 10% shift differential. Bilingual Spanish employees receive a 10% language premium after successfully completing an assessment following training.

Requirements

High school diploma or equivalent.
Typically, at least nine months of Contact Center customer service training or experience, 18 months of prior customer service or related experience, and successful completion of specialized skill training.
Effective problem-solving and negotiation skills.
Ability to navigate multiple computer systems and applications and use search tools to find information.
Time management skills and ability to multitask.
Ability to interact positively with unsatisfied customers.
Clear, articulate, and accurate communication using a pleasant tone and common conversational courtesies.
Proficient computer navigation skills using a variety of software packages, including Microsoft Office applications.

Nice To Haves

Bilingual Spanish skills; preferred but not required.

Responsibilities

Respond to customer inquiries, requests, and problems by telephone or email.
Research and resolve customer problems and errors, including issues related to fraud support and internet operations.
Use multiple systems to process inquiries and provide account information accurately and professionally.
Ask questions to understand customer concerns and identify ways U.S. Bank can meet customers’ financial needs.
Present options that help customers make banking easy and convenient.
Act as a liaison between customers and other U.S. Bank departments to resolve complex customer or technology issues.
Develop and apply knowledge of products, services, rates, terms, fees, regulations, systems, and procedures.

Benefits

Healthcare coverage, including medical, dental, and vision.
Basic term and optional term life insurance.
Short-term and long-term disability coverage.
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 hours worked, up to 80 hours per calendar year unless otherwise provided by law.
Comprehensive benefits package, including incentive and recognition programs, equity stock purchase, 401(k) contribution, and pension, subject to eligibility requirements.