Account Services Representative - Minneapolis, MN

U.S. Bank National Association; Minneapolis (MN); Hybrid; USD 38,000 - 51,000; Full time

Benefits offered by this job

Healthcare (medical, dental, vision)

401(k) and employer-funded retirement

Paid vacation

Up to 11 paid holidays

Short-term and long-term disability

Pregnancy disability and parental lead

Job summary

U.S. Bank is seeking a Customer Service professional in Minneapolis to serve as the primary contact for assigned business accounts, handling inquiries and resolutions via telephone and email.

The role emphasizes relationship management, operational problem solving, and process improvements with a hybrid schedule that blends in-office and remote work. A strong background in customer service and excellent communication skills are required.

Qualifications

• Five or more years of customer service experience.
• Strong communication and interpersonal skills.
• Ability to navigate internal systems and pull reports to assist clients.

Responsibilities

• Establishes and maintains great working relationships with assigned business accounts, serving as the main day to day contact between program administrators or relationship managers.
• Answers, researches, and resolves operational problems experienced by the customer utilizing the Consultative Account Management approach with every client interaction.
• Focuses on being a strategic resource by assisting with delinquency management, client systems and program implementations; promotes standards with clients and processes by exiting paper reports or other non-efficient program management techniques and facilitating the adoption of electronic and web-based solutions.
• Lifts quality through identifying and reporting issues and maintaining an accurate accounting of assigned portfolio specifics.
• Maintains high service satisfaction by following up on client inquiries, providing training, and providing updates.
• Coordinates and interacts with internal teams and individuals to ensure high levels of service delivery.
• Extremely high client facing position where duties involving customer contact performed primarily through telephone or email communication methods.

Skills

Strong verbal and written comms

Interpersonal communication

Customer service experience

Problem solving

Multitasking abilities

Telephone etiquette

Education

High school diploma or equivalent

Job description

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.

Job Description

Position Highlights

• Establishes and maintains great working relationships with assigned business accounts, serving as the main day to day contact between program administrators or relationship managers
• Answers, researches, and resolves operational problems experienced by the customer utilizing the Consultative Account Management approach with every client interaction
• Focuses on being a strategic resource by assisting with delinquency management, client systems and program implementations; promotes standards with clients and processes by exiting paper reports or other non-efficient program management techniques and facilitating the adoption of electronic and web-based solutions
• Lifts quality through identifying and reporting issues and maintaining an accurate accounting of assigned portfolio specifics
• Maintains high service satisfaction by following up on client inquiries, providing training, and providing updates
• Coordinates and interacts with internal teams and individuals to ensure high levels of service delivery
• Extremely high client facing position where duties involving customer contact performed primarily through telephone or email communication methods

Basic Qualifications

• High school diploma or equivalent
• Five or more years of customer service experience

Preferred Skills and Experience

• Strong verbal, written, and interpersonal communication skills
• Proven customer service/relations skills including the ability to deal effectively, tactfully, and knowledgeably with customers and non-customers in handling complaints, problems, and general inquiries
• Excellent telephone skills including listening and demonstrating courtesy, empathy, and accuracy
• Thorough knowledge of all relevant operational processes and procedures and company products and services
• Proficient in and able to navigate all relevant computer systems in order to pull reports, shadow clients, and troubleshoot technical issues, etc
• Ability to perform interest calculations and account adjustments
• Strong analytical and problem-solving skills
• Ability to manage multiple tasks/projects and deadlines simultaneously

The shift for this role will be 10am - 7:00pm, Monday - Friday. Your first 90 days will be training and the required shift will be 8am-5pm CT

The role offers a hybrid/flexible schedule, which means there's an in-office expectation of 3 or more days per week and the flexibility to work outside of the location for the other days.

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.

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:

• 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

Review our full benefits available by employment status here.

U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law.

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.

Pay Range: $27.50 - $36.68

U.S. Bank will consider qualified applicants with arrest or conviction records for employment. U.S. Bank conducts background checks consistent with applicable local laws, including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act as well as the San Francisco Fair Chance Ordinance. U.S. Bank is subject to, and conducts background checks consistent with the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA). In addition, certain positions may also be subject to the requirements of FINRA, NMLS registration, Reg Z, Reg G, OFAC, the NFA, the FCPA, the Bank Secrecy Act, the SAFE Act, and/or federal guidelines applicable to an agreement, such as those related to ethics, safety, or operational procedures.

Applicants must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies.

Posting may be closed earlier due to high volume of applicants.