Card Customer Service Advisor - Remote In Select States

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:

• Answer incoming calls and assist customers with questions and concerns related to their credit card accounts.
• 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
• 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
• Properly diagnose customer needs and proactively educate them about the features and benefits of U.S. Bank products and services
• Guide customers through troubleshooting, navigating the company website/mobile app or using the products or service using digital tools
• De-escalate situations involving dissatisfied customers, offering patient assistance and support
• Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
• Present options to customers about ways to make their banking easy and convenient, while ensuring the needs of the customer always come first.

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:

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

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

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

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:

• 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.
• 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.
• 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.
• 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.
• 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
• 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.