Debt Management Account

Us Bank; Maryland; On-site; USD 57,308,000 - 64,472,000; Full time

Benefits offered by this job

Healthcare (medical, dental, vision)

Life insurance

Disability insurance

401(k) and retirement plan

Paid vacation

Job summary

U.S. Bank is hiring an Inbound Call Center Agent to serve as the first point of contact for cardholders and debt management partners. You will handle inbound calls with professionalism and empathy, enter settlement agreements, and process related documents using Excel and Word.

The role emphasizes accurate data entry, meticulous record-keeping, and meeting performance metrics while collaborating with internal teams. Strong customer service experience is essential.

Qualifications

• High school diploma or equivalent.
• Typically three to five years of clerical and customer service experience.
• Proven experience in a customer service or call center environment.
• Strong proficiency in Microsoft Office, especially Excel and Word.

Responsibilities

• Respond to inbound calls from cardholders and third-party partners, providing accurate information and exceptional service.
• Listen actively to customer concerns and resolve issues in a timely and courteous manner.
• Accurately enter settlement agreements into internal systems, ensuring compliance with company policies and regulatory requirements.
• Prepare and process related documentation using Microsoft Excel and Word with a high degree of accuracy.
• Process incoming files and ensure proper handling and documentation.
• Monitor and respond to inquiries in a shared email inbox, maintaining timely and professional communication.
• Perform data entry tasks with precision and attention to detail.
• Maintain detailed and organized records of customer interactions and transactions.
• Collaborate with internal departments to ensure seamless communication and resolution of customer inquiries.
• Meet or exceed performance metrics related to call quality, response time, and customer satisfaction.

Skills

Customer service

Call center experience

Data entry

Attention to detail

Verbal and written communication

Microsoft Office proficiency

Education

High school diploma

Tools

Excel

Word

Job description

Job Description

We are seeking a detail-oriented and customer-focused Inbound Call Center Agent to join our team. In this role, you will serve as the first point of contact for our Cardholders and Debt Management partners, handling inbound calls with professionalism, empathy, and efficiency.

Key Responsibilities:

• Respond to inbound calls from cardholders and third-party partners, providing accurate information and exceptional service.
• Listen actively to customer concerns and resolve issues in a timely and courteous manner.
• Accurately enter settlement agreements into internal systems, ensuring compliance with company policies and regulatory requirements.
• Prepare and process related documentation using Microsoft Excel and Word with a high degree of accuracy.
• Process incoming files and ensure proper handling and documentation.
• Monitor and respond to inquiries in a shared email inbox, maintaining timely and professional communication.
• Perform data entry tasks with precision and attention to detail.
• Maintain detailed and organized records of customer interactions and transactions.
• Collaborate with internal departments to ensure seamless communication and resolution of customer inquiries.
• Meet or exceed performance metrics related to call quality, response time, and customer satisfaction.

Qualifications:

• Proven experience in a customer service or call center environment.
• High school diploma or equivalent
• Strong proficiency in Microsoft Office, especially Excel and Word.
• Strong customer service orientation with a focus on delivering high-quality support

Preferred Skills and Experience

• Skilled in identifying, resolving, and escalating complex issues effectively
• Excellent verbal and written communication skills
• Background in financial services or collections is highly desirable
• Demonstrated experience in a call center environment, including handling high volumes of inbound and outbound interactions, troubleshooting customer concerns, and maintaining performance metrics

Schedule: 8am-5pm Monday-Friday Central Time

Basic Qualifications

• High school diploma or equivalent
• Typically three to five years of clerical and customer service experience

Preferred Skills/Experience

• Thorough knowledge of products, services, terminology, procedures and systems related to assigned area
• Strong customer service skills
• Ability to manage multiple projects and deadlines simultaneously while maintaining a high level of customer service
• Ability to identify and resolve/escalate complex problems
• Proficient computer navigation skills using a variety of software packages including Microsoft Office applications
• Effective verbal and written communication skills

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 - $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.