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 ROLE IS HYBRID

Explore your career possibilities here.

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.

July Class Details:

* 1 Class Offered: July 24 - September 1

* Training is Monday - Friday 10:30 AM - 7:00 PM for 6 weeks onsite.

* Offered pay is $20/hour PLUS 10% shift differential (2nd shift)

* Schedule after training would be 1:30 pm - 2:30 pm start times AND 10:00 pm - 11:00 pm end times working every Saturday.

This position is located at:

5065 Wooster Pike Cincinnati, OH, 45226.

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.

Required 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
- Proficient computer skills, especially Microsoft Office applications
- Bilingual English-Spanish speaking a plus

Hybrid employees will be 100% Onsite for duration of training. Once training has been completed, they may move to 3 days in the office and 2 days from their home office. The work-from-home days will be determined by their manager and will strive to create the most collaboration opportunities with their peers and manager. You will not be required to work from home any days, you may choose to stay onsite for every shift if you’d like.

24HBCIN

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:

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. Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal KNOW YOUR RIGHTS EEO 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.