Gov't Account Services Rep - Minneapolis, MN

U.S. Bank•Minneapolis, MN

8d•$28 - $37•Hybrid

About The Position

U.S. Bank is hiring a Government Account Services Representative to support government accounts alongside the team’s regular accounts as needed. The role establishes and maintains working relationships with assigned business accounts and serves as the day-to-day contact for program administrators or relationship managers. It is highly client-facing, with customer contact conducted primarily by telephone or email. The position works a rotating shift between 7 a.m. and 6 p.m. and requires working from a U.S. Bank location at least three days per week. The representative resolves operational issues using a consultative account management approach, supports delinquency management and client systems and program implementations, and encourages the adoption of electronic and web-based solutions. The role also maintains portfolio information and service quality, follows up on inquiries, provides training and updates, and coordinates with internal teams to ensure effective service delivery. Because the position supports Federal Government programs, successful completion of a GSA background screening is required in addition to U.S. Bank’s standard pre-employment screening.

Requirements

High school diploma or equivalent.
Five or more years of customer service experience.
Successful completion of a General Services Administration (GSA) background screening and U.S. Bank’s standard pre-employment screening requirements.
Work from a U.S. Bank location three or more days per week.

Nice To Haves

Strong verbal, written, and interpersonal communication skills.
Proven customer service and relations skills, including the ability to handle complaints, problems, and general inquiries effectively, tactfully, and knowledgeably.
Excellent telephone skills, including listening and demonstrating courtesy, empathy, and accuracy.
Thorough knowledge of relevant operational processes and procedures and company products and services.
Proficiency navigating relevant computer systems to pull reports, shadow clients, and troubleshoot technical issues.
Ability to perform interest calculations and account adjustments.
Strong analytical and problem-solving skills.
Ability to manage multiple tasks, projects, and deadlines simultaneously.

Responsibilities

Establish and maintain working relationships with assigned business accounts, serving as the day-to-day contact between program administrators or relationship managers.
Answer, research, and resolve customer operational problems using a consultative account management approach.
Assist with delinquency management, client systems, and program implementations.
Promote efficient standards and processes by replacing paper reports and other inefficient program management techniques with electronic and web-based solutions.
Identify and report issues and maintain accurate information about assigned portfolios.
Follow up on client inquiries, provide training, and give clients updates to maintain service satisfaction.
Coordinate and interact with internal teams and individuals to ensure high levels of service delivery.
Communicate with customers primarily by telephone or email.

Benefits

Healthcare, including medical, dental, and vision coverage.
Basic term and optional term life insurance.
Short-term and long-term disability coverage.
Pregnancy disability and parental leave.
401(k) and employer-funded retirement plan.
Paid vacation of 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 hours worked, up to 80 hours per calendar year unless otherwise provided by law.
Incentive and recognition programs.
Equity stock purchase.
Pension.