Customer Experience Specialist - Corporate Payment Services

U.S. Bank is committed to helping customers and businesses make better financial decisions. The Customer Experience Specialist will provide high-quality customer service to corporate and government clients, addressing inquiries and resolving issues while adhering to regulatory requirements.

Responsibilities:

• Provides high quality customer service to high value large Corporate and Government clients as well as CPS internal groups
• Corporate and Government accounts are serviced on a green screen system
• Advisors in this position must be familiar with all account authority levels and complete verification accordingly
• The liability structure of the Commercial accounts is complex and based on who can do what at their respective authority level
• Regulatory requirements for servicing Corporate/Government accounts must be known as well as familiarity of Sharepoint utilization as those requests are processed by other business lines and accuracy is crucial
• Typical duties may include responding to telephone inquiries, maintenance requests, and technical and accessibility issues
• Researches, analyzes, and provides solutions that meet the customer’s needs; resolving customer inquiries and problems on first contact; providing customers with account information; resolving or referring billing disputes; correcting payment errors; account maintenance; taking card, check or other orders; acting on lost or stolen cards/checks; and researching customer problems that could not be resolved during the initial contact
• Advisor provides first level technical support such as online navigation assistance, log in assistance, and password reset functions
• Review fraud prevention rules specific to transactions for each account and decision for potentially overriding the automated decline system

Requirements:

• High school diploma or equivalent
• Typically at least 18 months of customer service or related experience
• Pass GSA Background check
• Have good knowledge of concepts, practices, policies and procedures of banking products and services
• Be proficient computer navigation skills using a variety of software packages including Microsoft Office applications
• Possess technical aptitude to assist with online navigation, password resets and accessibility
• Have good ability to identify and resolve/escalate problems
• Demonstrate good time management skills to maximize the number of clients that can be assisted while maintaining a high level of customer service
• Strong attention to detail and understanding of potential impact to the client relationship overall
• Adhere to Corporate and Government Regulatory requirements
• Utilized Sharepoint navigation and entry
• Strong ability to multi task and utilize multiple systems concurrently
• Possess effective written and verbal communications skills and ability to work across business lines to resolve customer issues
• Demonstrate ability to handle difficult customer calls
• Have effective telephone and interpersonal skills
• Have good problem-solving and negotiation skills