Contact Center Customer Experience Specialist - 24hr (Spanish Preferred)

U.S. Bank

1d•Remote

About The Position

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. Will obtain 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. Process and respond to U.S. Bank customer inquiries utilizing multiple systems to provide information on accounts while answering every call with professionalism and accuracy. Successful bankers demonstrate a genuine interest in their customers and ask questions to resolve the customers concern while understanding how U.S. Bank can help meet their financial needs. Personal Bankers are able to present options to customers about ways to make their banking easy and convenient, while ensuring the needs of the customer always come first.

Requirements

High school diploma or equivalent
Minimum of nine months of Contact Center customer service training/experience, OR 18 months of prior customer service or related experience, AND successfully completed specialized skill training

Nice To Haves

Effective problem-solving and negotiation skills
Ability to navigate multiple computer systems, applications, and utilize search tools to find information
Proven time management skills and ability to multitask
Experience interacting positively with unsatisfied customers
Good communication skills including speaking clearly, articulately and accurately while using a pleasant tone and common conversational courtesies
Proficient computer navigation skills using a variety of software packages including Microsoft Office applications

Responsibilities

Respond to telephone or email inquiries, requests, and problems
Research and resolve problems and errors, including those related to fraud support and internet operations
Obtain a thorough knowledge of products, services, rates, terms, fees, applicable regulations, systems and procedures
Act as a liaison between customers and various U.S. Bank departments to resolve more complex customer or technology issues
Process and respond to U.S. Bank customer inquiries utilizing multiple systems to provide information on accounts
Answer every call with professionalism and accuracy
Demonstrate a genuine interest in customers and ask questions to resolve concerns
Understand how U.S. Bank can help meet customers' financial needs
Present options to customers about ways to make their banking easy and convenient
Ensure the needs of the customer always come first

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