Contact Center Experience Specialist

This is a fully remote position, open to applicants in North Carolina.

📋 Description

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

• Investigate and resolve problems and discrepancies, including those associated with fraud support and internet operations.

• Acquire a comprehensive understanding of products, services, rates, terms, fees, relevant regulations, systems, and procedures.

• Serve as a liaison between customers and different departments at U.S. Bank.

• Address complex customer or technology-related challenges.

⛳️ Requirements

• High school diploma or its equivalent.

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

• A minimum of 18 months of prior experience in customer service or a related field.

• Successful completion of specialized skill training.

• Strong problem-solving and negotiation abilities.

• Competence in navigating various computer systems, applications, and search tools.

• Demonstrated time management skills and capacity to handle multiple tasks simultaneously.

• 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 common conversational courtesies.

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

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

🏝️ 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.

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

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

• Up to 11 paid holidays throughout the year.

• 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.

• Incentive and recognition programs available.

• Equity stock purchase options.

• Contribution to 401(k) savings.

• Pension plan.