U.S. Bank U.S. Bank Customer Service Supervisor 1 - Marshall, 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.
Explore your career possibilities at U.S. Bank and join a company that’s as passionate as you are about helping our customers meet their goals and making a difference in the communities we live and work. Our industry-leading financial performance, innovative spirit and best-in-class reputation empower employees to succeed. U.S. Bank is an equal opportunity employer committed to creating a diverse workforce.
Customer Service is a high energy environment which requires a self-motivated individual who can work alongside a team with strong verbal and written communication. As a Customer Service Supervisor you will work alongside management to lead, encourage employee development, and moral. You will strategize efficiencies, monitor quality, and address escalated situations. Within this role you will research and resolve problems, and identify products and services that meet customers' needs while utilizing our internal policies and procedures and applicable regulatory requirements. This passionate individual provides training, guidance and direction to Customer Service staff while also providing quality customer service in daily customer interactions.
The Customer Service Supervisor role offers the opportunity to utilize multiple skill sets as we assist with equipment finance inquiries through phone, email, mail, and online chat correspondences. We are looking for an individual that is passionate about providing quality customer service through customer requests and inquires. This includes but is not limited to researching/resolving problems and identifying products and services that meet the customer’s needs. Our hours of operation are Monday through Thursday, 7am to 6pm CST and Friday, 7am to 5pm CST. We also provide a flexible “hybrid” work arrangement with most of the work being completed remote. Eligible candidates must live within commuting distance to one of our office locations in Marshall, Minnesota; Minneapolis, Minnesota; or Tigard, Oregon. The starting hours will be Monday through Thursday, 9am to 6pm CST and 8am-5pm CST on Friday.
Answer incoming calls and assist customers with questions and concerns related to their equipment lease contract.
Process and respond to U.S. Bank customer inquiries utilizing multiple systems to provide information on accounts while answering every call with professionalism and accuracy.
Properly diagnose customer needs and proactively educate them about the features and benefits of U.S. Bank products and services.
Demonstrate a genuine interest in customers and ask questions to resolve the customers concern while understanding how U.S. Bank can help meet their needs.
De-escalate situations involving dissatisfied customers, offering patient assistance and support.
Guide customers through troubleshooting or navigating the company website.
Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
High school diploma or equivalent
Two to four years of experience in a customer service position
One to two years of experience as a supervisor in a customer service environment
Thorough knowledge of products, services, terms, fees, applicable regulations and systems and procedures
Basic knowledge of the financial industry
Well-developed Customer Service skills
Strong telephone and interpersonal skills
Good problem-solving and negotiation skills
Ability to identify and resolve/escalate problems with minimal guidance
Effective written and verbal communication skills
Proficient computer navigation skills using a variety of software packages including Microsoft Office applications
Ability to plan and prioritize multiple processes effectively with strong attention to detail
Good time management skills to maximize the number of clients that can be assisted while maintaining a high level of customer service
Superb organization and multi-tasking skills
We offer the opportunity for career growth and development in a supportive, professional, and pleasant work environment, with a competitive salary and an outstanding benefits package including:
Life insurance programs for the employee and family
Short- and long-term disability
Paid time off, including the opportunity to purchase additional vacation time
Generous tuition reimbursement program
401K with company match and pension programs
If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants (https://www.usbank.com/careers/disability-accommodation-for-applicants.html) .
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) .
Due to legal requirements, U.S. Bank requires that the successful candidate hired for some positions be fully-vaccinated for COVID-19, absent being granted an accommodation due to a medical condition, pregnancy, or sincerely held religious belief or other legally required exemption. For these positions, as part of the conditional offer of employment, the successful candidate will be asked to provide proof of vaccination or approval for an accommodation or exemption upon hire.
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.