Contact Center Customer Experience Specialist

Role Overview

• 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
• Will obtain 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
• 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
• Successful bankers demonstrate a genuine interest in their customers and ask questions to resolve the customers concern while understanding how U.S. Bank can help meet their financial needs
• Personal Bankers are able to present options to customers about ways to make their banking easy and convenient, while ensuring the needs of the customer always come first

Requirements

• 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
• Successfully completed 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

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