Customer Support Specialist

U.S. Bank • Cincinnati, OH

6d • $24 - $32

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. Job Description This position assists the managers with the management of daily activities over a group of representatives handling customer service/sales inquires and issues via the telephone and/or e-mail. Provides direction and guidance for Customer Services Center Representatives. Handles escalated and unresolved calls and resolves issues on the most difficult customer questions and on unusual and exception items. Monitors workflow ensuring that responses to customer inquiries are courteous, professional and timely. Ensures compliance with applicable internal policies and procedures and with applicable regulatory requirements. Typically provides input for improvements/changes in overall site operations. Provides training, guidance and direction to customer service/sales staff and serves as a back-up to the Customer Service Managers as needed.

Requirements

• High school diploma or equivalent
• Three to five years of relevant experience

Nice To Haves

• Strong customer service/sales and problem-solving skills
• Thorough knowledge of applicable services, products, systems, operations, policies and regulations
• Good organizational and time management skills
• Effective verbal and written communication skills
• Proficient computer navigation skills using a variety of software packages including Microsoft Office applications
• Some experience as a senior level representative preferred

Responsibilities

• Assists the managers with the management of daily activities over a group of representatives handling customer service/sales inquires and issues via the telephone and/or e-mail.
• Provides direction and guidance for Customer Services Center Representatives.
• Handles escalated and unresolved calls and resolves issues on the most difficult customer questions and on unusual and exception items.
• Monitors workflow ensuring that responses to customer inquiries are courteous, professional and timely.
• Ensures compliance with applicable internal policies and procedures and with applicable regulatory requirements.
• Typically provides input for improvements/changes in overall site operations.
• Provides training, guidance and direction to customer service/sales staff and serves as a back-up to the Customer Service Managers as needed.

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: Entry Level
• Education Level: High school or GED