Contact Center Customer Experience Specialist - 24hr (Bilingual Spanish Preferred, Not Required)

U.S. Bank; Frederick (MD); Remote; USD 28,000 - 30,000; Full time

Benefits offered by this job

Healthcare

Life insurance

Disability

Parental leave

401(k)

Paid vacation

Paid holidays

Adoption assistance

Sick leave

Job summary

U.S. Bank is seeking a remote Customer Service Associate to handle high-volume inquiries by phone and email, resolve problems, and guide customers to banking solutions. You will learn products, rates, and procedures and act as a liaison across departments with professionalism and accuracy.

A calm, empathetic communicator with solid computer skills will thrive here. The role offers a shift schedule, a 10% shift differential, and a 10% language premium after assessment for Spanish.

Qualifications

• High school diploma or equivalent.
• Minimum 9 months of contact center training/experience plus 18 months of customer service or related experience.
• Completed specialized skill training.
• Strong problem-solving and negotiation abilities.
• Ability to navigate multiple computer systems and search tools.

Responsibilities

• Provides a high level of customer service by responding to telephone or email inquiries, requests, and problems.
• Researches and resolves problems and errors including fraud support and internet operations.
• Acts as a liaison between customers and multiple U.S. Bank departments to resolve complex issues.
• Process and respond to customer inquiries using multiple systems with professionalism and accuracy.
• Present options to customers about ways to make banking easy and convenient while meeting customer needs.

Skills

Problem-solving

Negotiation

Multi-system navigation

Customer empathy

Clear communication

MS Office skills

Education

High school diploma or equivalent

Job description

Spokane, Washington residents: If a street address is not available, enter N/A when completing a job application.

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

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.

Multiple positions available for November 30th start date

Classes start 11/30/2026

Examples of shifts are below:

• 8:15 AM to 4:45 PM (M, W, R, F, Y)
• 10:00 AM to 6:30 PM (S, M, T, W, F)
• 8:00 PM to 4:30 AM (S, M, T, W, R)

Shifts beginning at 12:30 p.m. or later receive a 10% shift differential.

Bilingual - Spanish is a plus, not a requirement

Bilingual - Spanish - You will receive a language premium of 10% after a successful assessment after training.

Basic Qualifications

• 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, and has successfully completed specialized skill training

Preferred Skills/Experience

• 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.

This is a remote position with preference for candidates residing near the following hubs:

• Phoenix/Tempe, AZ
• Atlanta, GA
• Charlotte, NC
• Cincinnati, OH
• Milwaukee, WI
• St. Louis, MO
• Twin Cities, MN
• Dallas, TX

Location expectations

This role is designated as U.S. home-based remote.

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 (https://careers.usbank.com/global/en/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 (https://careers.usbank.com/global/en/benefits/us) .

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 (https://careers.usbank.com/verification-of-eligibility-for-employment) .

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, U.S. Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $20.00 - $22.50

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.