Senior Customer Experience Specialist
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Job Description
Senior Customer Experience Specialist resolving customer inquiries, fraud-support problems, and technology issues. Supporting U.S. Bank customers remotely through research, troubleshooting, and cross-department liaison work.
Responsibilities:
- Respond to telephone or email customer inquiries, requests, and problems
- Research and resolve problems and errors, including those related to fraud support and internet operations
- Develop 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
- Resolve complex customer or technology issues
Requirements:
- High school diploma or equivalent
- Typically at least three years of Contact Center customer service experience
- Successfully completed and applied training for entry-level roles
- Effective problem-solving and negotiation skills
- Ability to navigate multiple computer systems, 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
- 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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