Customer Service Representative - Collections

Us Bank; Gresham (OR); On-site; USD 57,308,000 - 60,521,000; Full time

Benefits offered by this job

Healthcare

Life Insurance

Disability Insurance

Parental Leave

401(k)

Vacation

Holiday Pay

Adoption Assistance

Sick Leave

Job summary

U.S. Bank is seeking a Customer Service Representative – Collections to support our commercial clients by delivering exceptional service, resolving billing and payment concerns, and building trusted relationships. This role focuses on proactive problem solving in a fast-paced environment and cross-functional collaboration.

You’ll be onsite three days per week at our Gresham, OR office and contribute to a team that values service, accountability, and continuous improvement.

Qualifications

• High school diploma or equivalent.
• Two to four years of relevant experience.
• Experience in banking or financial services is a plus.

Responsibilities

• Deliver outstanding customer service through phone and email interactions.
• Assist commercial clients with invoice questions, account inquiries, and payment arrangements.
• Contact customers regarding past due accounts while maintaining a professional approach.
• Analyze customer situations and determine appropriate next steps.
• Research and resolve customer concerns with accuracy and urgency.
• Document customer interactions and account updates in applicable systems.
• Partner with internal teams to ensure a seamless customer experience.
• Balance multiple priorities while meeting quality, service, and productivity expectations.

Skills

Customer service

Communication

Problem solving

Microsoft Office

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

Build Relationships. Solve Problems. Make an Impact.

At U.S. Bank, we're committed to helping our customers and communities thrive. As a Customer Service Representative – Collections, you'll play a vital role in supporting our commercial clients by delivering exceptional service while helping customers manage and resolve account concerns. This is more than a collections role. It's an opportunity to build trusted relationships, solve complex challenges, and make a meaningful impact on the customer experience.

If you enjoy helping customers, problem-solving, and working in a fast-paced environment where every interaction matters, we'd love to hear from you.

What You'll Do

In this role, you'll serve as a trusted resource for commercial customers, partnering with them to resolve billing and payment-related concerns while maintaining strong business relationships.

Key responsibilities include:

• Deliver outstanding customer service through phone and email interactions
• Assist commercial clients with invoice questions, account inquiries, payment arrangements, and online account access
• Contact customers regarding past due accounts while maintaining a professional and relationship-focused approach
• Analyze customer situations and determine appropriate next steps based on account history, payment behavior, and business circumstances
• Research and resolve customer concerns with accuracy and urgency
• Document customer interactions and account updates in applicable systems
• Partner with internal teams to ensure a seamless customer experience
• Balance multiple priorities while meeting quality, service, and productivity expectations

What Makes This Opportunity Unique

Unlike traditional collections environments, this role focuses on supporting repeat commercial customers and building long-term relationships. Success requires strong interpersonal skills, sound judgment, and the ability to tailor your approach to each customer's unique circumstances.

You’ll have the opportunity to:

• Make a direct impact on customer satisfaction and retention
• Develop expertise in commercial lending and banking operations
• Build valuable customer relationship management skills
• Join a collaborative team that values service, accountability, and continuous improvement
• Grow your career within one of the nation's leading financial institutions

What Successful Candidates Bring

• Excellent customer service mindset
• Professional and empathetic communication skills
• Confidence handling challenging conversations
• Strong critical thinking and judgment
• Adaptability and resilience in a fast-paced environment
• Commitment to delivering an exceptional customer experience

Schedule: Monday - Friday, 8:00 AM - 5:00 PM PST (onsite Tuesday - Thursday)

Location: 3 days per week at our Gresham, OR office: 17650 NE Sandy Blvd., Gresham, OR 97230

Basic Qualifications

• High school diploma or equivalent
• Two to four years of relevant experience

Preferred Skills/Experience

• Experience supporting commercial or business customers
• Collections or accounts receivable experience
• Banking or financial services experience
• Experience handling customer inquiries via both telephone and email
• Proficiency with Microsoft Office applications
• Ability to work independently while collaborating effectively with a team

Location Expectations

This role requires working from a U.S. Bank location three (3) or more days per week.

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 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 - $21.15

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.