Hiring: Customer Experience Specialist – Remote in select states Only (2nd Shift)

At U.S. Bank, we’re passionate about helping customers and the communities where we live and work. The fifth-largest bank in the United States, we’re one of the country’s most respected, innovative and successful financial institutions. U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.

Job Description
Remote opportunities available in most areas! 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)

Click on the link below to explore our position more!

What’s it like to be a Customer Experience Specialist at U.S. Bank?

Start discovering how you’ll thrive. Explore what’s possible in a career at U.S. Bank.

Are you ready to start your career with opportunities for professional growth through a structured career path program? We pride ourselves on creating a culture surrounded by our five core values; we do the right thing, we draw strength from diversity, we power potential, we put people first, we stay a step ahead to foster positive relationships with each other and our customers.

Come join us at U.S. Bank, as a Customer Experience Specialist! In this role, you will be the first point of contact for our customer inquiries via the telephone as part of our 24-Hour Banking team. This is our team that answers the 1-800-USBANK calls – our banking customers and our branch teams contact us.

You will work in a highly collaborative, fast-paced environment, where customer service is our passion. Join our diverse and inclusive team where you will feel valued and inspired to contribute your unique skills and experience.

All schedules include 1 weekend shift (Saturday or Sunday)
Currently seeking to fill mainly 2nd shift schedules (late morning and afternoon start times)
(subject to change based upon availability and business needs)

If hired, you must be able to fully attend six weeks of training Monday-Friday, 9:30 a.m. - 6:00 p.m. CST.

Did you know U.S. Bank raised its base pay to $20/hr?

Responsibilities include: 

Answer incoming calls and assist customers with questions and concerns related to their U.S. Bank accounts
Process and respond to U.S. Bank customer inquiries utilizing multiple systems to provide information on accounts while answering every call with professionalism and accuracy
Properly diagnose customer needs and proactively educate them about the features and benefits of U.S. Bank products and services

Demonstrate a genuine interest in customers and ask questions to resolve the customers concern while understanding how U.S. Bank can help meet their financial needs
Present options to customers about ways to make their banking easy and convenient, while ensuring the needs of the customer always come first
De-escalate situations involving dissatisfied customers, offering patient assistance and support
Guide customers through troubleshooting, navigating the company website/mobile app or using the products or service using digital tools
Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service

Basic Qualifications: 
– High school diploma or equivalent
– Minimum 18 months of customer service-related experience

Preferred Skills/Experience: 
– Effective problem-solving and negotiation skills
– Ability to navigate multiple computer systems, applications, and utilize search tools to find information
– Proven time management skills / 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
– Strong verbal and written communication skills
– A genuine passion for helping others and being of service

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

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: 
Take care of yourself and your family with U.S. Bank employee benefits.  We know that healthy employees are happy employees, and we believe that work/life balance should be easy to achieve.  That’s why we share the cost of benefits and offer a variety of programs, resources and support you need to bring your full self to work and stay present and committed to the people who matter most – your family.

Learn all about U.S. Bank employee benefits, including tuition reimbursement, retirement plans and more, by visiting careers.usbank.com.

EEO is the Law
Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal EEO is the Law poster.

E-Verify

U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.

The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, US Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401k contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $20.00 – $20.00 – $22.00

Due to legal requirements, U.S. Bank requires that the successful candidate hired for some positions be fully-vaccinated for COVID-19, absent being granted an accommodation due to a medical condition, pregnancy, or sincerely held religious belief or other legally required exemption. For these positions, as part of the conditional offer of employment, the successful candidate will be asked to provide proof of vaccination or approval for an accommodation or exemption upon hire.

U.S. Bank will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance.

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