Customer Experience Specialist - 2Nd Shift

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.

Come join us at U.S. Bank, as a remote Customer Experience Specialist!
In this role, you will be the first point of contact for our customer inquiries via the telephone as part of our 24-Hour Banking team. This is our team that answers the 1-800-USBANK calls – our banking customers and our branch teams contact us.
You will work in a highly collaborative, fast-paced environment, where customer service is our passion. Join our diverse and inclusive team where you will feel valued and inspired to contribute your unique skills and experience.
(See Remote Work Expectations at bottom of posting)
Please note, this remote opportunity is not available for applicants in the following metro areas:
Portland, OR
Cincinnati, OH
St Paul, MN
Englewood, CO
Overland Park, KS
Fargo, ND
However, if you live near one of the above mentioned locations - we are excited to speak with you about our hybrid opportunities!
If hired, you must be able to fully attend six weeks of training Monday-Friday, 9:30 a.m. - 6:00 p.m. CST.
Full time set schedules available for after training – all schedules offered include 1 weekend day (Saturday or Sunday)
Currently seeking to fill mostly 2nd shift schedules (afternoon start times)
Hiring for mid-late August start dates!
Responsibilities include:

• Answer incoming calls and assist customers with questions and concerns related to their U.S. Bank accounts
• 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
• 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
• 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
• De-escalate situations involving dissatisfied customers, offering patient assistance and support
• 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

Basic Qualifications:

• High school diploma or equivalent
• Minimum 18 months of customer service-related experience

Preferred Skills/Experience:

• Strong verbal and written communication skills
• Experience interacting positively with unsatisfied customers
• Effective problem-solving and negotiation skills
• Good communication skills including speaking clearly, articulately and accurately while using a pleasant tone and common conversational courtesies
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• A genuine passion for helping others and being of service
• Proven time management skills / ability to multitask

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:

• 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.
• 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.
• 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.
• 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.
• 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.

• 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.
• 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.

#CSC
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):

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

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.
The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, US Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401k contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $20.00 - $20.00 - $22.00
U.S. Bank will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance.