U.S. Bank Contact Center Service Manager 1- Portland, OR in Gresham, Oregon
At U.S. Bank, we're passionate about helping customers and the communities where we live and work. The fifth-largest bank in the United States, we’re one of the country's most respected, innovative and successful financial institutions. 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.
Job DescriptionThrough clear communication, a positive attitude and passion for customer service you enjoy leading a team.
At U.S. Bank, we're passionate about helping customers and the communities where we live and work. The 24-Hour Banking contact centers play a critical enterprise role in providing problem resolution and exceptional experiences through servicing calls from U.S. Bank’s consumer, small business and wealth clients. In 24-Hour Banking, we aim to provide best-in-class customer service on every interaction. Our goal is to bring a One U.S. Bank experience to each customer while helping to educate them on digital tools, products, and services. With a Do It Together mentality, we hope to ensure every customer feels confident in navigating their finances with ease.
We’re seeking a leader with a passion for coaching and developing a team of skilled representatives, driving engagement through effective communication and providing exceptional customer service. Your day-to-day responsibilities also include supporting bankers to ensure they have the appropriate knowledge and resources to fully service the customers they are working with, resolving more escalated customer concerns, and helping our bankers deepen customer relationships by leveraging our digital products and services. In addition to your own team, you will also indirectly manage all other Contact Center Personal Bankers in the physical and virtual site locations by partnering with Operations Managers to provide leadership, communicating and carrying out department goals and visions.
As a Service Manager on the 24-Hour Banking team, you are responsible to support and grow your team of bankers.
Key Responsibilities include: Research and resolution of escalated customer inquiries and problems Coaching, developing and training a team of Contact Center Personal Bankers, which includes the scheduling of regular feedback sessions, side-by-side performance observations, and frequent scorecard, behavioral and performance reviews. Coaching employees to ensure the work produced meets product/service standards and exceeds quality standards Interfacing with other departments, regions, vendors, agencies, etc. to resolve customer service issues. Following up with resolution of problems to ensure timely response and customer service May provide reports to keep senior management informed of operations activities; makes formal presentations to peers and conducts regular staff meetings
Why Should You Apply: You’re passionate about customer experience and want to make a difference in people’s lives Hands on training provided to set you up for success Being part of a collaborative team, providing ideas for process improvement and innovation excites you You’ll have the opportunity to interact with customers and build loyalty Competitive wages and performance-based annual bonus opportunity Comprehensive benefits package
Basic Qualifications Bachelor's degree, or equivalent work experience Three to five years of customer service experience Minimum one year of supervisory or management experience
Preferred Skills/Experience Leadership & Management SkillsAbility to lead a team and collaborate with peers to achieve greater results Passion for customer service and ability to handle difficult customer calls Well-developed problem-solving and negotiation skills Proven leadership and management skills with the ability to manage diverse skills, backgrounds and personalities in a customer service and virtual environment Broad understanding and practical application of applicable laws and regulations Excellent interpersonal, verbal and written communication skills
Technical SkillsProficient computer navigation skills using a variety of software packages including Microsoft Office applications and the ability to coach others especially in a remote environment Ability to learn and identify an opportunity to use Digital products/services Advanced knowledge of operational functions, systems, policies and procedures of assigned area Ability to manage multiple tasks/projects and deadlines simultaneously
Benefits: Take care of yourself and your family with U.S. Bank employee benefits. We know that healthy employees are happy employees, and we believe that work/life balance should be easy to achieve. That's why we share the cost of benefits and offer a variety of programs, resources and support you need to bring your full self to work and stay present and committed to the people who matter most - your family.
Learn all about U.S. Bank employee benefits, including tuition reimbursement, retirement plans and more, by visiting usbank.com/careers.
EEO is the Law Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal EEO is the Law 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.
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.