Contact Center Customer Experience Specialist – Cardmember Services
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Job Description
Customer experience specialist resolving cardmember inquiries, fraud issues, and technology problems for U.S. Bank. Providing phone and email support from a U.S. home-based remote position.
Responsibilities:
- Provide a high level of customer service by responding to telephone or email inquiries, requests, and problems
- Research and resolve problems and errors, including those related to fraud support and internet operations
- Obtain thorough knowledge of products, services, rates, terms, fees, applicable regulations, systems and procedures
- Act as a liaison between customers and various U.S. Bank departments to resolve more complex customer or technology issues
- Work assigned shifts between 7:00AM and 3:30PM CT
- Work weekend shifts on Saturday and Sunday every other weekend, with a varying weekday off
Requirements:
- High school diploma or equivalent
- Typically, at least 18 months of customer service or related experience
- Effective problem-solving and negotiation skills
- Ability to navigate multiple computer systems and applications, and utilize search tools to find information
- Proven time management skills and ability to multitask
- Experience interacting positively with unsatisfied customers
- Good communication skills including speaking clearly, articulately and accurately while using a pleasant tone and common conversational courtesies
- Proficient computer navigation skills using a variety of software packages including Microsoft Office applications
- Applicants must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies
Benefits:
- Shifts beginning at 12:30PM local time or later receive a 10% shift differential
- 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
- Incentive and recognition programs
- Equity stock purchase
- 401(k) contribution and pension
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