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
Remote opportunities are located for applicants living in the following states:

Alabama, Georgia, Idaho, Illinois, Kentucky, and Texas.

This role is remote. This remote opportunity is not available for applicants in the following areas:

Portland, OR
Cincinnati, OH

St Paul, MN

Englewood, CO

Overland Park, KS

Fargo, ND

However, if you live near one of the above-mentioned locations – we are excited to speak with you about our onsite/hybrid opportunities:

(See Remote Work Expectations at bottom of posting)

We are seeking individuals who are dedicated to providing exceptional customer service to our customers. Our Inbound Fraud department is the central unit that receives inbound calls from credit, debit, and corporate/government card customers related to suspicious and unauthorized activity.

No prior experience in banking or fraud is necessary. We offer comprehensive and ongoing training to ensure our Advisors are prepared to deliver efficient, knowledgeable, and empathetic customer service.

We are currently HIRING for Start Date of November 13th with WORK SCHEDULE available from 12:30 PM – 9 PM CST.

The schedule for this team includes weekend shifts, both Saturday and Sunday, every other weekend. A varying day off will be given in the middle of the week to compensate for the weekends worked.

All employees in the United States and Canada will make at least $20 per hour as part of the bank’s continued investment in its people and businesses.

Responsibilities include:

Answering 80-120 incoming calls and providing high quality support to our credit and debit card customers over the phones

Performing a variety of tasks to prevent financial loss by blocking or placing security holds on accounts, placing lost/stolen statuses on debit and credit accounts and forwarding fraud and dispute information to the appropriate parties
Initiating fraud claims and providing information on existing fraud and dispute claims
Partnering with multiple departments to service fraud and dispute issues

Documenting fraud alerts, building case files, and escalating fraud alerts to appropriate groups

Fraud Customer Service Advisors are scheduled to work five days per week, including every other weekend. Equitable days off are given during the week in which a weekend shift is worked. You could earn a 10% shift differential for qualifying shifts if 50% or more of the hours worked are between 4pm – 8pm.

We offer the opportunity for career growth and development in a supportive, professional and pleasant work environment, with a competitive salary and an outstanding benefits package including:

Health
Dental
Vision

Life insurance programs for the employee and family
Short and Long Term Disability
Paid time off, including the opportunity to purchase additional vacation time

Generous tuition reimbursement program
Banking discounts
401K with company match and pension programs

Casual attire

Explore your career possibilities at U.S. Bank and join a company that’s as passionate as you are about helping our customers meet their goals and making a difference in the communities we live and work. Our industry-leading financial performance, innovative spirit and best-in-class reputation empower employees to succeed.

Basic Qualifications

High school diploma or equivalent
One to two years of customer service experience
One to two years of experience using a computer, especially Microsoft Office applications

Preferred Skills/Experience

Some knowledge of consumer, debit, and corporate/government card products
Ability to identify and interpret data and resolve exceptions

Ability to work with unwritten but generally understood instructions, relying on precedents when available or applicable
Strong verbal and written communication skills
Strong problem-solving and negotiation skills as well as the ability to handle difficult customer calls

Proficient computer skills, especially Microsoft Office applications

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.

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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.

Learn how the way we work at U.S. Bank drives meaningful relationships with our customers and collaboration across the company.

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