Contact Center Customer Experience Specialist – Bilingual, Spanish

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver exceptional customer service by addressing inquiries, requests, and issues via telephone or email.

• Investigate and resolve customer problems and inaccuracies, including potential fraud support and internet operational 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-related issues.

• Manage and respond to customer inquiries utilizing various systems.

• Provide precise account information while maintaining professionalism during calls.

• Engage customers with questions to fully understand and address their concerns.

• Offer solutions that simplify banking processes while prioritizing customer needs.

⛳️ Requirements

• High school diploma or equivalent qualification.

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

• At least 18 months of prior customer service or related experience.

• Successful completion of specialized skill training.

• Strong problem-solving and negotiation abilities.

• Proficient in navigating multiple computer systems and applications, utilizing search tools effectively.

• Demonstrated time management and multitasking capabilities.

• Experience in positively engaging with dissatisfied customers.

• Excellent communication skills, including clear, articulate, and accurate speaking with a friendly tone and appropriate conversational courtesies.

• Proficient in using Microsoft Office applications for computer navigation.

• Bilingual in Spanish with a successful language assessment following training.

• Ability to adhere to U.S. Bank policies and procedures, including the Code of Ethics and Business Conduct.

• Capability to meet the necessary employment eligibility verification and background-check requirements.

🏝️ Benefits

• Healthcare coverage (medical, dental, vision).

• Basic term and optional term life insurance.

• Short-term and long-term disability benefits.

• Pregnancy disability and parental leave support.

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

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

• Up to 11 paid holiday opportunities.

• Adoption assistance provided.

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

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

• 10% language premium following a successful Spanish assessment after training.

• Incentive and recognition programs available.

• Equity stock purchase options.

• Contributions to a 401(k) plan and pension benefits.