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U.S. Bank Customer Solutions Specialist in BASED, Minnesota

Position Highlights:

  • Responsible for reviewing Voice of the Customer Survey feedbackfrom contract center customers; researching and evaluating the originalcustomer experience and then following up with the customer to resolve theoutstanding issue identified

  • Establish and maintain great working relationships with assignedbusiness line(s), yet having the ability to think how solutions will haveimpact across multiple channels

  • Focuses on being a strategic resource by analyzing customerfeedback for common themes. Maintains high service satisfaction by following upwith customers in designated timeframes

  • Coordinates and interacts with internal teams and individuals toensure high levels of service delivery

  • Extremely high client facing position with the responsibility ofcustomer contact performed primarily through telephone or email communicationmethods

  • Responsible for analyzing employee service interactions andproviding feedback for coaching to Business Line Leaders that will allow themto effectively coach their employee (without having to duplicate the researchand investigation)

  • Acts as a liaison between customers and various U.S. Bankdepartments to resolve more complex customer or technology issues.


Basic Qualifications:

  • Bachelor's degree, or equivalent work experience

  • Two to three years of experience in customer service management

PreferredSkills and Experience:

  • Previous contact center experience (24 Hour Banking and RPSpreferred)

  • Ability to independently research customer service complaints,which could require talking to multiple departments to resolve a single issue

  • Ability to work with little supervision, effective timemanagement, and great customer service skills are critical

  • Must also have strong written and verbal communication skillswhen speaking with customers, business line partners, and all levels ofbusiness executives

  • Excellent telephone skills including listening and demonstratingcourtesy, empathy, and accuracy

  • Ability to take action quickly and adapt to a change in workflowas needed. Customer Service Support and Professionalism are also animportant aspect of this position.

  • Proven customer service/relations skills including the abilityto deal effectively, tactfully, and knowledgeably with customers andnon-customers in handling complaints, problems, and general inquiries

  • Thorough knowledge of assigned Business Line(s), including allrelevant operational processes and procedures and company products and services

  • Strong organization and analytical, and problem solving skills

  • Ability to manage multiple tasks, assignments and deadlinessimultaneously

  • Ability to work independently and make decisions based ondocumented procedures and best practices

  • Proficient in and able to navigate all relevant computer systemsin order to understand customer needs

  • Expertise with the Microsoft Office Suite especially MicrosoftExcel

  • Must have schedule flexibility

Job: Customer Service / Call Center

Primary Location: Minnesota-MN-Home-based

Shift: 1st - Daytime

Average Hours Per Week: 40

Requisition ID: 190013152

Other Locations: Oregon-OR-Gresham, Wisconsin-WI-Eau Claire, Ohio-OH-Cincinnati, Wisconsin-WI-Milwaukee

U.S. Bank is an Equal Opportunity Employer committed to creating a diverse workforce.

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.