U.S. Bank Customer Service Rep 3 in OSHKOSH, Wisconsin

The Branch Banker Support Specialist handles highly sensitive inquiries and complaints escalated from internal sources in an inbound call center atmosphere. In this non-sales environment, we focus on retaining the account by effectively resolving the caller’s inquiry or complaint by having extensive knowledge of our products, services and procedures while utilizing superior customer service skills.

Schedule: Monday-Friday :

Training during the hours of 8am-6pm

Assigned Core Shift After Training : 9:30 -6 or 11:30am-8pm

  • Minimum starting rate of $17.00 per hour .

Essential Functions

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  1. Provides high quality customer service within a call center environment by assisting callers with inquiries (both escalated and non-escalated) by primarily internal sources.

  2. Researches and resolves complex inquiries/disputes on topics including but not limited to: billing calculations, payment/payoffs, motor vehicle titling, real estate satisfactions, fee/finance charge assessments, insurance claim process/settlements, and escrow.

  3. Identifies processing errors, and works with leadership to prevent future occurrences.

  4. Researches account issues that could not be resolved during the initial call; provides timely and professional follow up through appropriate channels.

  5. Understands and follows internal suspicious activity referral requirements and processes, as required for this position.

  6. Acts as liaison by contacting other U.S. Bank department on behalf of the caller, in order to resolve account issues.

  7. Displays strong critical thinking skills and communicates effectively with a variety of individuals, both in writing and verbally.

  8. Navigates several complex mainframe computer systems and other online resources with the use of dual computer monitors; perform (limited) system entries.

  9. Protects U.S. Bank assets by adhering to all applicable policies and procedures, regulatory requirements, processing requirements and established risk guidelines.

  10. Maintains confidentiality to ensure compliance with policies and procedures.

Your Career is Here!


Basic Qualifications

  • High school diploma or equivalent

  • Four or more years of experience in a customer service position

Preferred Skills/Experience

  • Prior experience in financial services industry

  • Knowledge of consumer lending products and services

  • Strong verbal and written communication skills

  • Advanced problem-solving and negotiation skills

  • Ability to navigate using dual computer monitors

  • Ability to handle difficult customer calls

  • Ability to identify and resolve/escalated problems

  • Good time management skills to maximize the number of callers that can be assisted while maintaining a high level of customer service

  • Strong mathematical skills

  • Proficient computer skills, including use of multiple applications simultaneously

Job: Customer Service / Call Center

Primary Location: Wisconsin-WI-Oshkosh

Shift: 1st - Daytime

Average Hours Per Week: 40

Requisition ID: 180042840

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.