
Contact Center Customer Experience Specialist
Posted May 6

Posted May 6
This is a fully remote position, open to applicants in Kentucky, +3 more states.
• Delivers exceptional customer service by addressing inquiries, requests, and issues via telephone or email.
• Investigates and resolves problems and discrepancies, including those related to fraud support and internet operations.
• Acquires a comprehensive understanding of products, services, pricing, terms, fees, relevant regulations, systems, and procedures.
• Serves as a bridge between customers and various U.S. Bank departments to address more intricate customer or technology concerns.
• Processes and handles U.S. Bank customer inquiries by utilizing various systems to provide account information, ensuring professionalism and accuracy in every call.
• Shows genuine interest in customers, asking questions to address their concerns while recognizing how U.S. Bank can assist in meeting their financial objectives.
• Offers customers solutions to simplify their banking experience, always prioritizing their needs.
• High school diploma or equivalent qualification.
• Generally requires a minimum of nine months of training or experience in a Contact Center customer service role.
• At least 18 months of previous customer service or related experience.
• Completion of specialized skill training is preferred.
• Strong problem-solving and negotiation abilities.
• Capable of navigating multiple computer systems, applications, and utilizing search tools to locate information.
• Demonstrated skills in time management and multitasking.
• Experience in positively interacting with dissatisfied customers.
• Effective communication skills, including the ability to speak clearly, articulately, and accurately while maintaining a pleasant tone and customary conversational courtesies.
• Proficient in computer navigation using various software packages, including Microsoft Office applications.
• Healthcare coverage (medical, dental, vision).
• Basic term and optional term life insurance.
• Short-term and long-term disability benefits.
• Pregnancy disability and parental leave.
• 401(k) plan and employer-funded retirement benefits.
• Paid vacation (ranging from two to five weeks based on salary grade and tenure).
• Up to 11 paid holidays annually.
• Adoption assistance.
• Sick and Safe Leave accrual of one hour for every 30 hours worked, up to 80 hours per calendar year unless otherwise stipulated by law.
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