Card Customer Service Advisor - Remote In Select States

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.

Shift: 12:30 PM- 9:00 PM CST
Pay: $20.00 Hourly
Hiring States: NC, ND, VA
We are currently hiring for June.
We invest in our people, process, and technology to create the ideal customer experience during every interaction. Our hiring and training standards ensure our Service Advisors are efficient, knowledgeable, and friendly. We provide comprehensive ongoing training to ensure our Service Advisors are prepared to deliver an exceptional customer service experience.
Our state-of-the-art technology provides information quickly and consistently to ensure our customers benefit from first call resolution resulting in higher quality and thought leadership scores for our staff.  We encourage professional growth through a structured career path program and pride ourselves on creating a culture surrounded by our five core values, we do the right thing, we draw strength from diversity, we power potential, we put people first, we stay a step ahead to foster positive relationships with each other and our customers.
If hired, you must be able to attend six weeks of training Monday-Friday, 9 a.m. - 5:30 p.m. CST and successfully complete required program testing. Once training is completed, and 90 days are spent in assigned shift, student schedules can be accommodated.
Service Advisors are scheduled to work five days each week, including every other weekend, to include both Saturday and Sunday. Equitable days off are scheduled during the week in which a weekend shift is worked.
Responsibilities include:

• Properly diagnose customer needs and proactively educate them about the features and benefits of U.S. Bank products and services
• Present options to customers about ways to make their banking easy and convenient, while ensuring the needs of the customer always come first.
• Process and respond to U.S. Bank customer inquiries utilizing multiple systems to provide information on accounts while answering every call with professionalism and accuracy
• Answer incoming calls and assist customers with questions and concerns related to their credit card accounts.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support
• Guide customers through troubleshooting, navigating the company website/mobile app or using the products or service using digital tools
• Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
• Demonstrate a genuine interest in customers and ask questions to resolve the customers concern while understanding how U.S. Bank can help meet their financial needs

We offer the opportunity for career growth and development in a supportive, professional and pleasant work environment, with a competitive salary and an outstanding benefits package including:

• Generous tuition reimbursement program
• Vision
• Banking discounts
• 401K with company match and pension programs
• Casual attire
• Dental
• Health
• Paid time off, including the opportunity to purchase additional vacation time
• Short- and long-term disability
• Life insurance programs for the employee and family

Explore your career possibilities at U.S. Bank and join a company that’s as passionate as you are about helping our customers meet their goals and making a difference in the communities we live and work. Our industry-leading financial performance, innovative spirit and best-in-class reputation empower employees to succeed. U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Salary range reflected is an estimate of base pay and is for the primary location. Base pay range may vary if an offer is made for work in a different location.
Basic Qualifications

• High school diploma or equivalent
• Two to four years of experience in a customer service position

Preferred Skills/Experience

• Ability to handle difficult customer calls
• Strong telephone and interpersonal skills
• Good time management skills to maximize the number of clients that can be assisted while maintaining a high level of customer service
• Ability to identify and resolve/escalate problems
• Effective selling and referral skills
• Thorough knowledge of products, services, rates, terms, fees, applicable regulations and systems and procedures
• Good problem-solving and negotiation skills
• Proficient computer skills, especially Microsoft Office applications

If hired as a remote employee, the following expectations would apply, as they do all employees who regularly perform work outside of a U.S. Bank location:

• Designated work area: remote workspace should be reasonably quiet and free from interruption. Remote employees are responsible for furnishing worksite (including desk/chair and internet access) and ensuring company equipment and information is safe.
• General: your work status, job duties and responsibilities will not change based on whether you are working from a U.S. Bank or remote location. All company rules, policies, practices and procedures still apply.
• Work and family: Working remotely is not a substitute for family care arrangements. Except in rare circumstances, family care should not be provided by employee during work hours. Employees are expected to make family care arrangements to ensure that work obligations can be met.
• Equipment: U.S. Bank will provide computer equipment necessary to perform job responsibilities, including computer and peripheral equipment (monitor, keyboard, mouse), and all equipment provided remains the sole and exclusive property of U.S. Bank. Employees are liable for damages caused by misuse, negligence and/or unauthorized use of equipment. Employees are required to set up equipment in remote workspace.
• Internet Service Requirements: High Speed internet service like fiber, cable or DSL is required, DSL should be dedicated bandwidth and not shared, 40Mbps is best practice.
• Modem/Router Requirements: Modem/Router approved by your Internet Service Provider, no more than 2 years old to ensure recent technology compatibility, should support VoIP data connection
• Internet: Remote employees are responsible for having internet service prior to starting employment; internet service is not paid by U.S. Bank. Call center employees are required to connect via ethernet, not wi-fi, for work.
• Location of worksite: remote employees must identify a permanent remote worksite that allows focus and confidentiality. For most employees, this is a home office; if space is not a home office, manager approval is necessary to ensure appropriate worksite. Generally, employees should work from their identified work site. Manager and human resources approval is required before changing a remote worksite, as factors such as operational and business needs, geography-based salary range differences, and time zone differences are considered.

If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.
Learn how the way we work at U.S. Bank drives meaningful relationships with our customers and collaboration across the company.
Benefits:
Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following (some may vary based on role, location or hours):

• Basic term and optional term life insurance
• Short-term and long-term disability
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law
• 401(k) and employer-funded retirement plan
• Pregnancy disability and parental leave
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Healthcare (medical, dental, vision)
• Adoption assistance

EEO is the Law
U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal KNOW YOUR RIGHTS EEO poster.
E-Verify
U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.