Digital Application Specialist - Small Business

U.S. Bank; San Francisco (CA); Hybrid; USD 33,000 - 44,000; Full time

Benefits offered by this job

Healthcare (medical, dental, vision)

401(k) and employer-funded retirement

Paid vacation and holidays

Disability insurance

Job summary

U.S. Bank is seeking a Digital Applications Support Specialist in San Francisco to assist small business customers with digital onboarding and application servicing.

You will guide users through the application process, suggest next steps to maximize completion rates, and coordinate with sales, service, and support teams. The role requires strong customer service, familiarity with business banking products, and proficient use of Salesforce and Microsoft Office.

Qualifications

• High school diploma or equivalent.
• Typically two to three years of customer service, sales and/or prospecting experience.
• Thorough knowledge of Business Banking products, policies and support systems.
• Proficient navigation of software including Microsoft Office.
• Ability to manage multiple tasks and deadlines; strong data interpretation.

Responsibilities

• Assist small business customers with digital application servicing, processing, and routing to sales/service/support teams.
• Use CRM systems to track interactions and referrals.
• Maintain knowledge of banking products to answer inquiries accurately.
• Log customer interactions and funnel activity in Salesforce and internal apps.
• Uncover cross-sell and referral opportunities for deposits and credit products.
• Submit referrals to drive sales funnel completion.
• Ensure all interactions comply with banking policies and regulatory requirements.
• Collaborate with teams to optimize processes and customer experience.

Skills

Customer service

Sales

Prospecting

Education

High school diploma or equivalent

Tools

Salesforce

CRM

Microsoft Office

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 comprehensive digital application support to small businesses through chat and phone queue interactions. Service/sells products such as business deposit, lending, digital money movement, business credit cards, payment solutions, as well as all suitable credit products and other solutions as appropriate. Combines digital tools with strong human connections to offer solutions to small business applicants. This role focuses on providing in-app support, guiding users through the application process, and dynamically suggesting the most relevant next steps based on their current activity to maximize application completion rates.

Key Responsibilities

• Assist small business customers with digital application servicing needs, application processing and efficiently switchboard customers to the appropriate to the appropriate sales, service, or support teams.
• Leverage digital tools and customer relationship management systems to track customer interactions and referrals.
• Maintain knowledge of business banking products and services to provide accurate responses to customer inquiries.
• Accurately log customer interactions and track application funnel activity in Salesforce and other internal applications.
• Uncover cross-sell and referral opportunities for business deposit accounts, credit products, and other financial solutions.
• Submit referrals and/or transition opportunities as appropriate to drive sales funnel completion.
• Ensure all customer interactions comply with banking policies, procedures, and regulatory requirements.
• Partner with teams to optimize processes and improve customer experience.

Basic Qualifications

• High school diploma or equivalent
• Typically two to three years of customer service, sales and/or prospecting experience

Preferred Skills/Experience

• Thorough knowledge of Business Banking products, bank policies, procedures and support systems
• Proficient computer navigation skills using a variety of software packages including Microsoft Office applications
• Ability to manage multiple tasks/projects and deadlines simultaneously
• Ability to identify and resolve exceptions and to interpret data
• Proven customer service/relations skills
• Effective interpersonal, verbal and written communication skills

Location Expectations

This role follows U.S. Bank's hybrid work model. Employees are expected to adhere to working onsite at a designated U.S. Bank hub more than 60% of their scheduled workdays each month, with flexibility to work remotely for the remaining scheduled workdays.

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.

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: $24.18 - $32.21

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.

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.

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