Customer Service Representative - English and French Bilingual

U.S. Bank • Telecommute, Ontario, ON

1d • Hybrid

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.

Requirements

• High school diploma or equivalent
• Typically four to five years of relevant customer service, banking, or financial services experience
• Bilingual fluency in both English and French is required.
• Comprehensive knowledge of banking products, services, policies, procedures, and regulatory requirements
• Strong customer service, communication, and interpersonal skills with the ability to build rapport and trust
• Demonstrated problem-solving, analytical, and conflict-resolution capabilities
• Proven ability to manage challenging customer interactions with professionalism and empathy
• Proficiency in navigating multiple software applications, including Microsoft Office Suite
• Ability to identify issues, determine appropriate solutions, and escalate concerns when necessary
• Effective organizational and time-management skills, with the ability to balance productivity goals while maintaining exceptional service standards
• Strong attention to detail and commitment to delivering accurate, high-quality work in a fast-paced environment

Responsibilities

• Provides exceptional customer service by professionally handling customer inquiries, requests, and issue resolution through telephone interactions
• Conducts thorough research and analysis to deliver timely, accurate, and effective solutions that meet customer needs while ensuring a positive customer experience
• Resolve customer inquiries and issues efficiently, with a focus on first-contact resolution
• Provide accurate account information and guidance on banking products and services
• Investigate, resolve, or appropriately escalate customer disputes and concerns
• Correct payment errors and process fee adjustments or financial charge revisions when warranted
• Perform account maintenance and updates in accordance with established procedures
• Manage lost or stolen cards ensuring prompt action to protect customer accounts
• Research and resolve cardholder account issues while maintaining compliance with applicable policies and procedures

Benefits

• Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED