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
This is a remote opportunity for those only located in the cities below at this time.
- Erie, Pennsylvania
- Rock Island, Illinois
We invest in our people, process, and technology to create the ideal customer experience during every interaction. Our hiring and training standards ensure our Service Advisors are efficient, knowledgeable, and friendly. We provide comprehensive ongoing training to ensure our Service Advisors are prepared to deliver an exceptional customer service experience.
Our state-of-the-art technology provides information quickly and consistently to ensure our customers benefit from first call resolution resulting in higher quality and thought leadership scores for our staff. We encourage professional growth through a structured career path program and pride ourselves on creating a culture surrounded by our five core values, we do the right thing, we draw strength from diversity, we power potential, we put people first, we stay a step ahead to foster positive relationships with each other and our customers.
If hired, you must be able to attend 7-weeks of training Monday – Friday; 9:30 am – 6 pm Central and successfully complete required program testing.
Service Advisors are scheduled to work five days each week, including every other weekend, to include both Saturday and Sunday. Equitable days off are scheduled during the week in which a weekend shift is worked.
Responsibilities include:
- Answer incoming calls and assist customers with questions and concerns related to their credit card accounts.
- Process and respond to U.S. Bank customer inquiries utilizing multiple systems to provide information on accounts while answering every call with professionalism and accuracy
- Properly diagnose customer needs and proactively educate them about the features and benefits of U.S. Bank products and services
- Demonstrate a genuine interest in customers and ask questions to resolve the customers concern while understanding how U.S. Bank can help meet their financial needs
- Present options to customers about ways to make their banking easy and convenient, while ensuring the needs of the customer always come first.
- De-escalate situations involving dissatisfied customers, offering patient assistance and support
- Guide customers through troubleshooting, navigating the company website/mobile app or using the products or service using digital tools
- Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
Salary: $20 per hour (day shift/training)
10%-night shift differential eligible with a 12:30 pm start time.
Schedule after training:
12:30 pm – 9 pm CST
This schedule includes working both Saturday and Sunday on an every-other weekend rotation, as well as some holidays. The start or end of your shift, on a holiday or weekend day, may fluctuate by one to two hours based on business needs. Equitable days off are given in the week in which a weekend shift is worked, and you will know your rotating schedule in advance.
Basic Qualifications
– High school diploma or equivalent
– Two to four years of experience in a customer service position
Preferred Skills/Experience
– Thorough knowledge of products, services, rates, terms, fees, applicable regulations and systems and procedures
– Strong telephone and interpersonal skills
– Good problem-solving and negotiation skills
– Ability to handle difficult customer calls
– Proficient computer skills, especially Microsoft Office applications
– Effective selling and referral skills
– Ability to identify and resolve/escalate problems
– Good time management skills to maximize the number of clients that can be assisted while maintaining a high level of customer service
If hired as a remote employee, the following expectations would apply, as they do all employees who regularly perform work outside of a U.S. Bank location:
- General: your work status, job duties and responsibilities will not change based on whether you are working from a U.S. Bank or remote location. All company rules, policies, practices and procedures still apply.
- Location of worksite: remote employees must identify a permanent remote worksite that allows focus and confidentiality. For most employees, this is a home office; if space is not a home office, manager approval is necessary to ensure appropriate worksite. Generally, employees should work from their identified work site. Manager and human resources approval is required before changing a remote worksite, as factors such as operational and business needs, geography-based salary range differences, and time zone differences are considered.
- Designated work area: remote workspace should be reasonably quiet and free from interruption. Remote employees are responsible for furnishing worksite (including desk/chair and internet access) and ensuring company equipment and information is safe.
- Equipment: U.S. Bank will provide computer equipment necessary to perform job responsibilities, including computer and peripheral equipment (monitor, keyboard, mouse), and all equipment provided remains the sole and exclusive property of U.S. Bank. Employees are liable for damages caused by misuse, negligence and/or unauthorized use of equipment. Employees are required to set up equipment in remote workspace.
- Work and family: Working remotely is not a substitute for family care arrangements. Except in rare circumstances, family care should not be provided by employee during work hours. Employees are expected to make family care arrangements to ensure that work obligations can be met.
- Internet: Remote employees are responsible for having internet service prior to starting employment; internet service is not paid by U.S. Bank. Call center employees are required to connect via ethernet, not wi-fi, for work.
- Internet Service Requirements: High Speed internet service like fiber, cable or DSL is required, DSL should be dedicated bandwidth and not shared, 40Mbps is best practice.
- Modem/Router Requirements: Modem/Router approved by your Internet Service Provider, no more than 2 years old to ensure recent technology compatibility, should support VoIP data connection
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 (some may vary based on role, location or hours):
- 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
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, US Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401k contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $20.00 – $20.00 – $22.00