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U.S. Bank Commercial Customer Services Team Lead 2 - Portland, OR in PORTLAND, Oregon

The CommercialService Team Leader is responsible for the development and performance of a team of Commercial Service Bankers, who develop and maintain customer loyalty by providing customers “one stop service”. Daily activities include coaching Commercial Service Bankers, as well as assisting with problem resolution and customer servicing.

  • Interview Commercial Service Bankercandidates

  • Provide orientation and training for newCommercial Service Bankers

  • Coach Commercial Service Bankers tocontinuously improve call-handling skills, product and systems knowledge andcommunication skills

  • Manage the day to day operations of aCommercial Service team to ensure efficient servicing that minimizes call holdtimes and the number of abandoned call

  • Monitor Commercial Service Bankers’performance and provide formal and informal performance feedback

  • Recognize and reward performance excellence

  • Create and sustain a positive workenvironment

  • Handle escalated customer service issues andescalate further, as needed

Qualifications:

Basic Qualifications:

  • Bachelor's degree, or equivalent work experience

  • Three to five years of operations-related experience

  • Two or more years of supervisory/management experience

Preferred Skills and Qualifications:

  • Strong written and verbal communication skills, with an ability to deal effectively, tactfully and knowledgeably with customers and non-customers in handling complaints, problems and general inquiries

  • Previous PC experience

  • Lotus Notes and Microsoft Office experience helpful

  • Prior experience working with operational systems such as Hogan and AFS highly desirable

  • Excellent telephone skills, including listening, demonstrating courtesy, empathy and accuracy

  • Basic math skills

  • Excellent organizational skills and ability to set priorities in a fast-paced dynamic environment

Job: Customer Service / Call Center

Primary Location: Oregon-OR-Portland

Shift: 1st - Daytime

Average Hours Per Week: 40

Requisition ID: 190040777

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.

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