Gov't Account Services Rep - Minneapolis, MN

U.S. Bank • Minneapolis, MN

3d • $28 - $37 • Hybrid

About The Position

This team specifically would be working on government accounts in addition to the normal set of accounts as needed. This opening would be for a rotating shift between the business hours of 7am and 6pm.

Requirements

• High school diploma or equivalent
• Five or more years of customer service experience
• Successful completion of a General Services Administration (GSA) background screening in addition to U.S. Bank's standard pre-employment screening requirements.
• This role requires working from a U.S. Bank location three (3) or more days per week.

Nice To Haves

• Strong verbal, written, and interpersonal communication skills
• Proven customer service/relations skills including the ability to deal effectively, tactfully, and knowledgeably with customers and non-customers in handling complaints, problems, and general inquiries
• Excellent telephone skills including listening and demonstrating courtesy, empathy, and accuracy
• Thorough knowledge of all relevant operational processes and procedures and company products and services
• Proficient in and able to navigate all relevant computer systems in order to pull reports, shadow clients, and troubleshoot technical issues, etc
• Ability to perform interest calculations and account adjustments
• Strong analytical and problem-solving skills
• Ability to manage multiple tasks/projects and deadlines simultaneously

Responsibilities

• Establishes and maintains great working relationships with assigned business accounts, serving as the main day to day contact between program administrators or relationship managers
• Answers, researches, and resolves operational problems experienced by the customer utilizing the Consultative Account Management approach with every client interaction
• Focuses on being a strategic resource by assisting with delinquency management, client systems and program implementations; promotes standards with clients and processes by exiting paper reports or other non-efficient program management techniques and facilitating the adoption of electronic and web-based solutions
• Lifts quality through identifying and reporting issues and maintaining an accurate accounting of assigned portfolio specifics
• Maintains high service satisfaction by following up on client inquiries, providing training, and providing updates
• Coordinates and interacts with internal teams and individuals to ensure high levels of service delivery
• Extremely high client facing position where duties involving customer contact performed primarily through telephone or email communication methods

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: Mid Level
• Education Level: High school or GED