Remote Contact Center Customer Experience Specialist

U.S. Bank; Frederick (MD); Remote; USD 28,000 - 30,000; Full time

Benefits offered by this job

Healthcare

Life insurance

Disability

Parental leave

401(k)

Paid vacation

Paid holidays

Adoption assistance

Sick leave

Job summary

U.S. Bank is seeking a remote Customer Service Associate to handle high-volume inquiries by phone and email, resolve problems, and guide customers to banking solutions. You will learn products, rates, and procedures and act as a liaison across departments with professionalism and accuracy.

A calm, empathetic communicator with solid computer skills will thrive here. The role offers a shift schedule, a 10% shift differential, and a 10% language premium after assessment for Spanish.

Qualifications

• High school diploma or equivalent.
• Minimum 9 months of contact center training/experience plus 18 months of customer service or related experience.
• Completed specialized skill training.
• Strong problem-solving and negotiation abilities.
• Ability to navigate multiple computer systems and search tools.

Responsibilities

• Provides a high level of customer service by responding to telephone or email inquiries, requests, and problems.
• Researches and resolves problems and errors including fraud support and internet operations.
• Acts as a liaison between customers and multiple U.S. Bank departments to resolve complex issues.
• Process and respond to customer inquiries using multiple systems with professionalism and accuracy.
• Present options to customers about ways to make banking easy and convenient while meeting customer needs.

Skills

Problem-solving

Negotiation

Multi-system navigation

Customer empathy

Clear communication

MS Office skills

Education

High school diploma or equivalent

Job description

U.S. Bank is seeking a remote Customer Service Associate to handle high-volume inquiries by phone and email, resolve problems, and guide customers to banking solutions. You will learn products, rates, and procedures and act as a liaison across departments with professionalism and accuracy.

A calm, empathetic communicator with solid computer skills will thrive here. The role offers a shift schedule, a 10% shift differential, and a 10% language premium after assessment for Spanish.