Gov't Account Services Rep - Minneapolis, MN

U.S. Bank National Association•Minneapolis, MN

1d•$28 - $37•Hybrid

About The Position

U.S. Bank’s Elavon is seeking a Government Account Services Representative to support government accounts in addition to a regular portfolio of accounts as needed. The role establishes and maintains working relationships with assigned business accounts and serves as the primary 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 within business hours of 7 a.m. to 6 p.m. and requires working from a U.S. Bank location three or more days per week. The representative resolves operational issues, supports delinquency management and client system or program implementations, and helps clients adopt electronic and web-based solutions. The role also maintains portfolio information, follows up on inquiries, provides training and updates, and coordinates with internal teams to support service delivery. Supporting Federal Government programs requires successful completion of a GSA background screening 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.
Work a rotating shift within business hours of 7 a.m. to 6 p.m.

Nice To Haves

Strong verbal, written, and interpersonal communication skills.
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 main day-to-day contact between program administrators or relationship managers.
Research and resolve customers’ operational problems using a consultative account management approach.
Assist with delinquency management, client systems, and program implementations.
Promote program standards and help clients replace paper reports and inefficient management practices with electronic and web-based solutions.
Identify and report issues and maintain accurate accounting of assigned portfolio specifics.
Follow up on client inquiries, provide training, and provide updates to maintain service satisfaction.
Coordinate and interact with internal teams and individuals to ensure high levels of service delivery.
Support government accounts as well as other assigned accounts as needed.

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, 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 hours worked, up to 80 hours per calendar year unless otherwise provided by law.
Incentive and recognition programs.
Equity stock purchase and 401(k) contribution and pension, subject to eligibility requirements.