Debt Recovery Account Processor

U.S. Bank National Association

3d • $20 - $23

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
We are seeking a detail-oriented and customer-focused Inbound Call Center Agent to join our team. In this role, you will serve as the first point of contact for our Cardholders and Debt Management partners, handling inbound calls with professionalism, empathy, and efficiency.

Requirements

• Proven experience in a customer service or call center environment.
• High school diploma or equivalent
• Strong proficiency in Microsoft Office, especially Excel and Word.
• Strong customer service orientation with a focus on delivering high-quality support
• High school diploma or equivalent
• Typically three to five years of clerical and customer service experience
• Thorough knowledge of products, services, terminology, procedures and systems related to assigned area
• Strong customer service skills
• Ability to manage multiple projects and deadlines simultaneously while maintaining a high level of customer service
• Proficient computer navigation skills using a variety of software packages including Microsoft Office applications
• Effective verbal and written communication skills
• Ability to identify and resolve/escalate complex problems

Nice To Haves

• Skilled in identifying, resolving, and escalating complex issues effectively
• Excellent verbal and written communication skills
• Background in financial services or collections is highly desirable
• Demonstrated experience in a call center environment, including handling high volumes of inbound and outbound interactions, troubleshooting customer concerns, and maintaining performance metrics

Responsibilities

• Respond to inbound calls from cardholders and third-party partners, providing accurate information and exceptional service.
• Listen actively to customer concerns and resolve issues in a timely and courteous manner.
• Accurately enter settlement agreements into internal systems, ensuring compliance with company policies and regulatory requirements.
• Prepare and process related documentation using Microsoft Excel and Word with a high degree of accuracy.
• Process incoming files and ensure proper handling and documentation.
• Monitor and respond to inquiries in a shared email inbox, maintaining timely and professional communication.
• Perform data entry tasks with precision and attention to detail.
• Maintain detailed and organized records of customer interactions and transactions.
• Collaborate with internal departments to ensure seamless communication and resolution of customer inquiries.
• Meet or exceed performance metrics related to call quality, response time, and customer satisfaction.

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