Senior Customer Experience Specialist

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

📋 Description

• Answer telephone inquiries, requests, and issues.

• Investigate and resolve challenges and discrepancies related to Business clients, Wealth management clients, fraud assistance, and online operations.

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

• Act as an intermediary between customers and U.S. Bank departments to address complex customer or technology-related problems.

• Serve as the initial point of contact for customer inquiries received via telephone.

• Manage incoming calls for Deposit, Digital, and Wealth services.

• Initiate Business training after six months of employment.

• Operate within a contact center environment with flexible hours based on business needs.

• Engage in evening and weekend shift rotations.

⛳️ Requirements

• High school diploma or equivalent qualification.

• Generally, a minimum of three years of experience in Contact Center customer service.

• Successfully completed training and applied knowledge for entry-level positions.

• Strong problem-solving and negotiation abilities.

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

• Demonstrated time management and multitasking capabilities.

• Experience in positively interacting with dissatisfied customers.

• Clear, articulate, and precise verbal communication with a friendly tone.

• Skilled in computer navigation.

• Proficient in Microsoft Office applications.

• Flexibility to work dynamic hours between 6:00 a.m. and 11:00 p.m. CT, including evening and weekend shifts.

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

• Must meet applicable employment eligibility verification and background-check criteria.

🏝️ Benefits

• Healthcare (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 options.

• 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 mandated by law.

• Incentive and recognition programs.

• Equity stock purchase options.

• Pension plan.

• Disability accommodations during the application or hiring process.