U.S. Bank CSR Manager 3 - Marshall, MN or Minneapolis, MN in Minneapolis, Minnesota
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.
Do you have a passion for Leadership? Are you interested in an opportunity that would allow you to lead a team that specializes in Customer Service? If so, then this position is for YOU!
This position will allow you the opportunity to work in a fast pace environment, with a high energy team of talented and skilled individuals, as well as present you with continued growth opportunity.
The successful candidate will be responsible for enhancing the customer experience through a team of 37 Customer Service Experts and 4 Customer Service Leaders. The successful candidate will have strong communication and relationship building skills to support their accountability for managing all inbound call volume (500-1,000 calls per day), email volume (100-300 emails per day), inbound chats (10-30 per day), mail correspondence (50-200 per day). The right person for this role will utilize a high degree of independence in solving customer problems and has the opportunity to affect customer confidence. This role oversees the entire process ensuring strong customer satisfaction, procedure documentation reflects current state processes, the team is qualified and trained. The replacement candidate will be tasked with establishing a vision to continue to implement customer self-service processes that improve the customer experience.
Builds partnerships, customer relationships and promotes a culture of teamwork.
Accomplishes results through the effective management of resources.
Builds a culture of inclusion with diverse ideas, talents and perspectives.
Holds self and others accountable to consistently achieve results.
Manages and tracks the operational activities for the assigned functional areas.
Maintains high ethical standards gaining the confidence and trust through integrity.
Administers corporate policies and procedures and ensures compliance with code of ethics, applicable laws and regulations.
Participates in the recommendation of systems, procedures and quality controls.
Maintains knowledge of all new products and services offered.
Oversees a staff responsible for the research and resolution of customer inquiries and problems
Handles or assists in resolving technical and/or complicated transactions and operational issues.
Ensures prompt and efficient service and processing of transactions, correspondence, documentation, etc. as applicable provide maximum customer service.
Develops quality standards by forecasting work volume and staffing needs
Recommends hires, transfers, terminations, salary adjustments, performance standards
Bachelor's degree, or equivalent work experience
Five or more years of relevant experience
Preferred Skills & Experience
Positive Attitude: Consistently demonstrate confidence and optimism.
Ability to Build Relationships: Exhibit collegial spirit, empathy and unity.
Problem Solving Skills: Anticipate and find solutions to outstanding challenges.
Attention to Detail: Ensure all deadlines are met and accurate data provided
Accountability: Assume responsibility for all communication.
Communication: Display ability to have effective and at times difficult conversations.
Confidence: Work independently to prioritize work and make independent decisions, recognizing their impact to U.S. Bank and its clients
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 (https://www.usbank.com/careers/index.html) .
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 (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) poster.
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 (https://www.usbank.com/careers/verification-of-eligibility-for-employment.html) .
Our 74,000 employees work across departments to help our millions of retail, business, wealth management, payment, commercial and corporate, and investment services customers across the country and around the world turn their dreams into reality. Our employees are empowered to create change and drive our future, and we pride ourselves on diligently and ethically upholding U.S. Bank’s best-in-class financial record and legacy of more than 150 years in banking. Most importantly, we put people first, cultivating and treasuring meaningful relationships with the customers we serve, the colleagues we support and the communities where we live and work.