Elan Account Services Rep

U.S. Bank; United States; Hybrid; USD 45,000 - 65,000; Full time

Benefits offered by this job

Healthcare (medical, dental, vision)

401(k) and employer-funded retirement plan

Paid vacation (2 to 5 weeks)

Sick and Safe Leave

Job summary

U.S. Bank is seeking an Account Services Representative to manage client relationships and resolve operational challenges. This hybrid role requires strong communication and customer service skills, with experience in Salesforce being advantageous.

The position entails maintaining high service satisfaction, assisting with program implementations, and evaluating clients’ needs. Competitive benefits include healthcare and retirement plans.

Qualifications

• Five or more years of customer service experience.
• Strong verbal, written, and interpersonal communication skills.

Responsibilities

• Establish and maintain relationships with assigned business accounts.
• Resolve operational problems using a consultative approach.
• Assist with delinquency management and program implementations.

Skills

Customer service experience

Communication skills

Attention to detail

Analytical skills

Education

High school diploma or equivalent

Tools

Salesforce

MS Office Suite

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.

Hours: Monday through Friday 9:30 AM to 6 PM CT schedule varies

Account Services Rep Position Highlights

• Establishes and maintains great working relationships with assigned business accounts, serving as the main day to day contact between program administrators or relationship managers
• Answers, researches, and resolves operational problems experienced by the customer utilizing the Consultative Account Management approach with every client interaction
• Focuses on being a strategic resource by assisting with delinquency management, client systems and program implementations; promotes standards with clients and processes by exiting paper reports or other non-efficient program management techniques and facilitating the adoption of electronic and web-based solutions
• Lifts quality through identifying and reporting issues and maintaining an accurate accounting of assigned portfolio specifics
• Maintains high service satisfaction by following up on client inquiries, providing training, and providing updates
• Coordinates and interacts with internal teams and individuals to ensure high levels of service delivery
• Extremely high client facing position where duties involving customer contact performed primarily through telephone or email communication methods

Basic Qualifications

• High school diploma or equivalent
• Five or more years of customer service experience

Preferred Skills and Experience

• Familiarity with Salesforce, IC, S, CRC, and MS Office Suite
• Prior banking and call center experience a plus
• Strong verbal, written, and interpersonal communication skills
• Proven customer service/relations skills including the ability to deal effectively, tactfully, and knowledgeably with customers and non-customers in handling complaints, problems, and general inquiries
• Excellent telephone skills including listening and demonstrating courtesy, empathy, and accuracy
• Strong attention to detail
• Thorough knowledge of all relevant operational processes and procedures and company products and services
• Proficient in and able to navigate all relevant computer systems in order to pull reports, shadow clients, and troubleshoot technical issues, etc
• Ability to perform interest calculations and account adjustments
• Strong analytical and problem-solving skills
• Ability to manage multiple tasks/projects and deadlines simultaneously

Location Expectations

This role is hybrid. Team members who are in a hybrid role typically spend three days a week at the listed U.S. Bank location(s), while having flexibility on their work location for the other working days.

Benefits

• 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

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.