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 related to fraud support and online operations.

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

• Serve as a conduit between customers and various departments within U.S. Bank.

• Address complex customer or technical challenges.

⛳️ Requirements

• High school diploma or its equivalent.

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

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

• Successful completion of specialized skills training.

• Strong problem-solving and negotiation abilities.

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

• Demonstrated time management skills and the capacity to multitask effectively.

• 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 standard conversational courtesies.

• Proficient in navigating computer systems with a range of software, 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 related workplace conduct and safety regulations.

• Ability to meet employment eligibility verification and background-check requirements.

🏝️ Benefits

• Healthcare options (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 with employer contributions.

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

• Up to 11 paid holidays each year.

• Adoption assistance program.

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

• Incentive and recognition programs.

• Equity stock purchase options.

• Pension plan.

• Disability accommodations available during the application or hiring process.