RRemoteville
U.S. Bank logoU.S. Bank

Contact Center Customer Experience Specialist

Skills
CPSComputer NavigationContact CentersCustomer Relationship ManagementFCPAGreen ScreenNegotiation
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • High school diploma or equivalent
  • At least 18 months of customer service or related experience
  • Pass GSA background check
  • Knowledge of banking products and services
  • Proficient computer navigation skills including Microsoft Office
  • Technical aptitude for online navigation password resets and accessibility support
  • Ability to identify resolve and escalate problems
  • Strong time management skills
  • Strong attention to detail
  • Ability to adhere to Corporate and Government regulatory requirements
  • SharePoint navigation and entry experience
  • Ability to multitask across multiple systems
  • Effective written and verbal communication skills
  • Ability to work across business lines
  • Ability to handle difficult customer calls
  • Effective telephone and interpersonal skills
  • Good problem-solving and negotiation skills

Nice to have

  • Detail-oriented
  • Strong communicator
  • Tech savvy
  • Adaptable
  • Multi-tasker

Day to day

  • Provide high quality customer service to high value Corporate and Government clients and internal teams
  • Use a green screen system to service accounts and complete verification across multiple authority levels
  • Handle complex commercial account liability structures while following regulatory requirements and SharePoint-based request workflows
  • Resolve customer issues accurately and efficiently while balancing multiple systems multitasking and detailed documentation