Contact Center Customer Experience Specialist – Bilingual, Spanish

This is a fully remote position, open to applicants in Ohio, +3 more states.

📋 Description

• Deliver exceptional customer service by addressing inquiries, requests, and issues through phone or email.

• Investigate and resolve problems and errors, including potential fraud support and internet operations challenges.

• Acquire comprehensive knowledge of products, services, rates, terms, fees, regulations, systems, and procedures.

• Serve as a liaison between customers and U.S. Bank departments to address intricate customer or technology concerns.

• Process and respond to customer inquiries utilizing various systems and provide account details.

• Respond to each call with professionalism and precision.

• Pose questions to resolve customer issues and grasp how U.S. Bank can fulfill customers’ financial needs.

• Offer solutions to customers to simplify banking while prioritizing their needs.

• Participate in specialized training for the class starting on October 5, 2026.

• Work scheduled shifts between 11:00 a.m. and 4:30 p.m. local time, with potential schedules such as 10:30 a.m.–7:00 p.m., 12:30 p.m.–9:00 p.m., or 2:45 p.m.–11:15 p.m.

⛳️ Requirements

• High school diploma or equivalent qualification.

• Generally, a minimum of nine months of experience or training in Contact Center customer service.

• Alternatively, 18 months of previous customer service or related experience.

• Successful completion of specialized skill training is required.

• Strong problem-solving and negotiation abilities.

• Capability to navigate various computer systems, applications, and search tools effectively.

• Demonstrated time management and multitasking proficiency.

• Experience positively interacting with dissatisfied customers.

• Excellent communication skills, including the ability to speak clearly, articulately, and accurately with a pleasant tone and common conversational courtesies.

• Proficient in computer navigation using different software, including Microsoft Office applications.

• Bilingual Spanish skills with successful language assessment following training.

• Availability to work scheduled shifts between 11:00 a.m. and 4:30 p.m. local time.

• Candidates must adhere to U.S. Bank policies, procedures, Code of Ethics and Business Conduct, and workplace conduct and safety standards.

• Employment eligibility verification through E-Verify and successful completion of relevant background checks.

🏝️ Benefits

• 10% shift differential for shifts starting at 12:30 p.m. or later.

• 10% language premium for bilingual Spanish after successful assessment post-training.

• Healthcare benefits (medical, dental, vision).

• Basic term and optional term life insurance.

• Short-term and long-term disability coverage.

• Pregnancy disability and parental leave.

• 401(k) plan and employer-funded retirement plan.

• Paid vacation time (ranging from two to five weeks based on salary grade and tenure).

• Up to 11 paid holidays available.

• Adoption assistance.

• Sick and Safe Leave accrual at a rate of one hour for every 30 worked, capped at 80 hours per calendar year, unless otherwise mandated by law.

• Incentive and recognition programs.

• Equity stock purchase opportunities.

• Pension plan.

• Work-from-home options available within the U.S.