customer relations Saint Paul, MN
Job description
At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.
Job Description
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
- 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
- Proficient computer skills, especially Microsoft Office applications
- Bilingual English-Spanish speaking a plus
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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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.
Benefits:
Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following (some may vary based on role, location or hours):
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
EEO is the Law
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.
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.
