Contact Center Customer Experience Specialist, Bilingual Spanish Preferred

This is a fully remote position, open to applicants in Arizona, +5 more states.

📋 Description

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

• Investigate and resolve problems and discrepancies, including those related to fraud support and online operations.

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

• Serve as a bridge between customers and U.S. Bank departments to tackle complex customer or technology challenges.

• Manage and respond to customer inquiries across various systems to provide account details.

• Handle each call with professionalism and precision.

• Inquire to resolve customer issues and comprehend their financial needs.

• Offer options to customers to facilitate a seamless banking experience.

• Participate in specialized skill training and complete the necessary training by the start date of November 30, 2026.

⛳️ Requirements

• High school diploma or equivalent qualification.

• Generally, a minimum of nine months of experience in a Contact Center customer service role, 18 months of prior customer service or related experience, and successful completion of specialized skill training.

• Strong problem-solving and negotiation abilities.

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

• Demonstrated time management skills and the ability to multitask efficiently.

• Experience in positively engaging with dissatisfied customers.

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

• Proficient in computer navigation using a variety of software packages, including Microsoft Office applications.

• Bilingual proficiency in Spanish is preferred but not mandatory.

• Applicants must adhere to U.S. Bank policies and procedures, including the Code of Ethics and Business Conduct, as well as related workplace conduct and safety policies.

🏝️ Benefits

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

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

• Healthcare coverage (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 ranging from two to five weeks based on salary grade and tenure.

• Up to 11 paid holiday opportunities.

• 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.

• Incentive and recognition programs.

• Equity stock purchase options.

• 401(k) contributions and pension plan.