Debt Management Account

U.S. Bank; Maryland; Hybrid; USD 28,000 - 30,000; Full time

Benefits offered by this job

Healthcare (medical, dental, vision)

401(k) plan

Paid vacation

Paid holidays

Life insurance

Disability insurance

Adoption assistance

Sick leave

Job summary

U.S. Bank is seeking a detail-oriented inbound Call Center Agent to be the first point of contact for cardholders and Debt Management partners, handling calls with professionalism and empathy. You will enter settlement agreements, manage files, respond to inquiries, and maintain accurate records using Excel and Word, while meeting performance targets.

Schedule is 8am-5pm Central Time, Monday-Friday. U.S. Bank offers comprehensive benefits and growth opportunities within a supportive team

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

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

Excel

Word

Verbal communication

Written communication

Education

High school diploma or equivalent

Tools

Microsoft Excel

Microsoft Word

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- from Day One.

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

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.

Pay Range: $20.00 - $22.50

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).

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.

Company Culture

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 you excel at- from Day One.