Contact Center Customer Experience Specialist - Cardmember Services

U.S. Bank; Northern (KY); Hybrid; USD 23,000 - 32,000; Full time

Benefits offered by this job

Healthcare (medical, dental, vision)

Paid vacation

Job summary

U.S. Bank is seeking a Customer Service Representative to handle customer inquiries via phone or email, resolving issues and guiding customers through banking products and procedures. This remote role supports weekend shifts and includes a 7:00 AM–3:30 PM CT schedule with every other weekend.

A shift differential applies for late starts. The position requires strong communication, problem-solving, and time-management skills, plus the ability to navigate multiple systems and software (Microsoft

Qualifications

• High school diploma or equivalent.
• Typically, at least 18 months of customer service or related experience.
• Strong communication and problem-solving skills are required.

Responsibilities

• Respond to customer inquiries via phone or email and resolve issues.
• Research and resolve problems including fraud-related and internet operations issues.
• Act as a liaison between customers and various U.S. Bank departments to resolve complex issues.

Skills

Customer service

Communication skills

Problem solving

Time management

Multitasking

Education

High school diploma

Tools

Microsoft Office

CRM systems

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

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.

We are hiring for our October 19th Class!

Pay

Pay - $20/hourly

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

Location expectations

This is a remote 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.

• 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.

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.

• 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.

Pay Range

Pay Range: $20.00 - $20.00 U.S. Bank will consider qualified applicants with arrest or conviction records for employment.

Background & Eligibility

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.

Equal Opportunity

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.

Salary & Benefits Overview

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).

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

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.