Provides a high level of customer service by responding to telephone or email inquiries, requests, and problems
Researches and resolves problems and errors which may include those related to fraud support and internet operations
Obtains a thorough knowledge of products, services, rates, terms, fees, applicable regulations, systems and procedures
Acts as a liaison between customers and various U.S. Bank departments to resolve more complex customer or technology issues
Processes and responds to U.S. Bank customer inquiries utilizing multiple systems to provide information on accounts while answering every call with professionalism and accuracy
Demonstrates a genuine interest in customers and asks questions to resolve their concerns while understanding how U.S. Bank can help meet their financial needs
Presents options to customers about ways to make their banking easy and convenient, while ensuring the needs of the customer always come first

High school diploma or equivalent
Typically has a minimum of nine months of Contact Center customer service training/experience
18 months of prior customer service or related experience
Successful completion of specialized skill training
Effective problem-solving and negotiation skills
Ability to navigate multiple computer systems, applications, and utilize search tools to find information
Proven time management skills and ability to multitask
Experience interacting positively with unsatisfied customers
Good communication skills including speaking clearly, articulately and accurately while using a pleasant tone and common conversational courtesies
Proficient computer navigation skills using a variety of software packages including Microsoft Office applications

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

Contact Center Customer Experience Specialist – Bilingual, Spanish

Key skills