Wire Customer Service - Operations Processor

U.S. Bank • Gresham, OR

12d • Hybrid

About The Position

This role supports customers and internal partners by handling inbound calls related to wire transfers that have already been sent or received. Responsibilities include researching and resolving wire transfer inquiries, processing returns, opening cases, documenting customer interactions, and directing customers to the appropriate teams for specialized support. The ideal candidate has customer service experience in a financial services environment, strong communication and listening skills, the ability to remain calm during challenging customer interactions, and the ability to learn complex processes in a fast-paced, high-volume call center environment. This position follows a hybrid schedule with three days per week in the office.

Requirements

• High school diploma or equivalent
• Two to four years or more of operations services related work experience
• Customer service experience in a financial services environment
• Strong communication and listening skills
• Ability to remain calm during challenging customer interactions
• Ability to learn complex processes in a fast-paced, high-volume call center environment
• Knowledge of products, services, terminology, procedures and systems related to assigned area, as well as applicable laws and regulatory requirements
• Proven commitment to high quality customer service
• Ability to work well with external and internal customers
• Good time management skills to maximize production and execution of tasks in a fast-paced environment
• Good understanding and knowledge of internal policies and procedures within Operations Services and enterprise wide
• Ability to identify, analyze and resolve exceptions through data interpretation
• Strong PC skills
• Good verbal and written communication skills

Nice To Haves

• Physical requirements could include lifting trays of work, pushing carts of work, standing or sitting for extended periods of time, and repetitive motions

Responsibilities

• Handling inbound calls related to wire transfers that have already been sent or received.
• Researching and resolving wire transfer inquiries.
• Processing returns.
• Opening cases.
• Documenting customer interactions.
• Directing customers to the appropriate teams for specialized support.

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