Contact Center Customer Experience Specialist – Corporate Payment Services
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Job Description
Customer Experience Specialist supporting U.S. Bank’s Corporate and Government payment-service clients. Handling account verification, regulatory servicing, technical assistance, and escalated customer issues remotely.
Responsibilities:
- Provide high-quality customer service to high-value large Corporate and Government clients and CPS internal groups
- Service Corporate and Government accounts using a green screen system
- Verify account authority levels accurately
- Apply knowledge of complex Commercial account liability structures and authorization permissions
- Comply with regulatory requirements for servicing Corporate and Government accounts
- Process requests involving SharePoint utilization and other business lines
- Assist with online navigation, password resets, and accessibility
- Identify, resolve, or escalate customer issues
- Handle difficult customer calls while maintaining a high level of customer service
- Work across business lines to resolve customer issues
- Multitask using multiple systems concurrently
Requirements:
- High school diploma or equivalent
- Typically, at least 18 months of customer service or related experience
- Pass GSA Background check
- Good knowledge of concepts, practices, policies and procedures of banking products and services
- Proficient computer navigation skills using a variety of software packages including Microsoft Office applications
- Technical aptitude to assist with online navigation, password resets and accessibility
- Ability to identify and resolve/escalate problems
- Good time management skills
- Strong attention to detail and understanding of potential impact to the client relationship overall
- Adhere to Corporate and Government Regulatory requirements
- SharePoint navigation and entry
- Strong ability to multi-task and utilize multiple systems concurrently
- Effective written and verbal communications skills and ability to work across business lines to resolve customer issues
- Ability to handle difficult customer calls
- Effective telephone and interpersonal skills
- Good problem-solving and negotiation skills
- Familiarity with green screen systems, account authority levels, regulatory requirements, and complex commercial-account liability structures
- 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:
- 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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