Customer Service Representative - Cardmember Services

US Bank

241d • $20 - $22 • Onsite

About The Position

At U.S. Bank, we're on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One. We are currently hiring for our July training classes. U.S. Bank announced that effective November 6, all employees in the United States and Canada will make at least $20 per hour as part of the bank's continued investment in its people and businesses. We invest in our people, process, and technology to create the ideal customer experience during every interaction. Our hiring and training standards ensure our Service Advisors are efficient, knowledgeable, and friendly. We provide comprehensive ongoing training to ensure our Service Advisors are prepared to deliver an exceptional customer service experience. Our state-of-the-art technology provides information quickly and consistently to ensure our customers benefit from first call resolution resulting in higher quality and thought leadership scores for our staff. We encourage professional growth through a structured career path program and pride ourselves on creating a culture surrounded by our five core values, we do the right thing, we draw strength from diversity, we power potential, we put people first, we stay a step ahead to foster positive relationships with each other and our customers. Forget “bankers hours”, this team offers schedules that meet modern needs for both customers and employees! A variety of work schedules are available 24/7/365! If hired, you must be able to attend six weeks of training Monday-Friday, either 8 a.m. - 4:30 p.m. (dependent on class location time zones) and successfully complete required program testing. Once training is completed, and 90 days are spent in assigned shift, student schedules can be accommodated. Service Advisors are scheduled to work five days each week, including every other weekend, to include both Saturday and Sunday. Equitable days off are scheduled during the week in which a weekend shift is worked.

Requirements

• High school diploma or equivalent.
• Two to four years of experience in a customer service position.

Nice To Haves

• Thorough knowledge of products, services, rates, terms, fees, applicable regulations and systems and procedures.
• Strong telephone and interpersonal skills.
• Good problem-solving and negotiation skills.
• Ability to handle difficult customer calls.
• Proficient computer skills, especially Microsoft Office applications.
• Effective selling and referral skills.
• Ability to identify and resolve/escalate problems.
• Good time management skills to maximize the number of clients that can be assisted while maintaining a high level of customer service.

Responsibilities

• Answer incoming calls and assist customers with questions and concerns related to their credit card accounts.
• 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.
• Properly diagnose customer needs and proactively educate them about the features and benefits of U.S. Bank products and services.
• Demonstrate a genuine interest in customers and ask questions to resolve the customers concern while understanding how U.S. Bank can help meet their financial needs.
• Present options to customers about ways to make their banking easy and convenient, while ensuring the needs of the customer always come first.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support.
• Guide customers through troubleshooting, navigating the company website/mobile app or using the products or service using digital tools.
• Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.

Benefits

• Health
• Dental
• Vision
• Life insurance programs for the employee and family
• Short and long term disability
• Paid time off, including the opportunity to purchase additional vacation time
• Generous tuition reimbursement program
• Banking discounts
• 401K with company match and pension programs
• Casual attire

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Credit Intermediation and Related Activities
• Education Level: High school or GED