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This is a hybrid position. To be eligible, applicants must be able to be onsite in Saint Paul, MN (hybrid details provided below).

We are located at 60 Livingston Ave. St. Paul, MN 55107. Hybrid employees will be 100% Onsite for duration of training (first 6 weeks). Once training has been completed, you may move to 3 days in the office and 2 days from your home office. The work-from-home days will be determined by the manager as we will strive to create the most collaborative opportunities while working with your peers and management team. You will not be required to work from home any days, as you may choose to stay onsite for every shift if you’d like. See hybrid work-from-home requirements below.

Explore your career possibilities here.

Are you ready to start your career with unlimited 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. 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.

If hired, you must be able to attend six weeks of onsite training Monday-Friday, 9:30 a.m. - 6:00 p.m. CST and be available to work a weekly schedule that includes Sundays, after completing the six weeks of training. (After training, Saturdays continue to be a scheduled day off along with a day off during the week).

We are currently hiring for August 2023 start dates with full time schedules that have start times in the early afternoon. This position is offered at $20.00 per hour. With the opportunity for a 10% shift premium for select schedules.

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

If hired as a hybrid 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/hybrid 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/hybrid worksite, as factors such as operational and business needs, geography-based salary range differences, and time zone differences are considered.

• Designated work area: remote/hybrid workspace should be reasonably quiet and free from interruption. Remote/hybrid 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/hybrid 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/hybrid 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

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