Contact Center Agent
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Job Description
Contact Center Agent managing sensitive consumer accounts at U.S. Bank. Resolving account issues and communicating professionally with parties regarding death notifications and related inquiries.
Responsibilities:
- Manage assigned delinquent consumer accounts and work with customers or authorized parties to identify appropriate repayment or resolution options
- Handle inbound and outbound phone calls related to death notifications, responsible-party outreach, payment discussions, collateral options, and account servicing questions
- Review account documentation and complete follow-up through written correspondence and shared email inboxes as needed
- Navigate multiple systems to document activity accurately, maintain account records, and support timely resolution
- Partner with internal teams across collections, recovery, lien release, repossessions, and related life-event support functions
- Follow established procedures, quality standards, and call schedules while helping minimize loss to the organization
Requirements:
- High school diploma or equivalent
- Two to three years of experience in collections and/or customer service activities
- Ability to communicate professionally and empathetically in sensitive situations
- Ability to manage confidential information in a private work environment
- Strong organization skills and ability to work across multiple systems at the same time
- Ability to follow established procedures and maintain quality and productivity expectations
- Proficiency with Microsoft Office applications
- Previous collections experience
- Experience handling complex or emotionally sensitive customer interactions
- Experience working in a high-volume phone environment
- Experience supporting consumer lending, deposit accounts, or related financial products
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
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