Contact Center Customer Experience Specialist - Cardmember Services

RiseMe; Missouri; Hybrid; USD 23,000 - 32,000; Full time

Benefits offered by this job

Healthcare (medical, dental, vision)

401(k) retirement plan

Paid vacation

Paid holidays

Job summary

U.S. Bank is seeking a Contact Center Customer Experience Specialist for its Cardmember Services team.

This remote role involves providing high-level customer service via phone and email, researching and resolving issues related to fraud and internet operations, and acting as a liaison between customers and bank departments. The role offers a pay rate of $20/hour and requires availability for shifts between 7:00 AM and 3:30 PM CT, including every other weekend, with a mid-week day off and a 10%

Qualifications

• High school diploma or equivalent.
• Typically, 18 months of customer service experience.
• Ability to navigate multiple computer systems and applications.

Responsibilities

• Provide high-level customer service by phone or email.
• Research and resolve issues, including fraud and internet operations.
• Act as liaison between customers and bank departments to resolve complex issues.
• Maintain knowledge of products, services, rates, terms, and procedures.

Skills

Customer service

Communication skills

Problem solving

Multitasking

Phone support

CRM systems

Microsoft Office

Education

High School Diploma or equivalent

Tools

CRM systems

Microsoft Office

Job description

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Role summary

U.S. Bank is seeking a Contact Center Customer Experience Specialist for its Cardmember Services team. This remote role involves providing high-level customer service via phone and email, researching and resolving issues related to fraud and internet operations, and acting as a liaison between customers and bank departments. The position requires a thorough knowledge of the bank's products, services, and procedures. The role offers a pay rate of $20/hour and requires availability for shifts between 7:00 AM and 3:30 PM CT, including every other weekend, with a mid-week day off. A 10% shift differential is provided for shifts starting at 12:30 PM CT or later. Candidates should have a high school diploma or equivalent and at least 18 months of customer service experience.

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. Pay - $20/hourly We are hiring for our October 19th Class! Work Schedule: Shifts are assigned between 7:00AM and 3:30PM CT. The schedule for this team includes weekend shifts, both Saturday and Sunday, every other weekend. A varying day off will be given in the middle of the week to compensate for the weekends worked.

Shifts beginning at 12:30PM local time or later receive a 10% shift differential.

Basic Qualifications

• High school diploma or equivalent
• Typically, at least 18 months of customer service or related experience

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 aremote position with preference for candidates residing near the following hubs:

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

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.

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.

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 - $20.00

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.