Our Ability Jobs

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.

Job Description

Position Highlights:

• Responsible for reviewing Voice of the Customer Survey feedback from contact center, digital and branch customers; researching and evaluating the original customer experience and then following up with the customer to resolve the outstanding issue identified

• Establish and maintain great working relationships with assigned business line(s), yet having the ability to think how solutions will have impact across multiple channels

• Focuses on being a strategic resource by analyzing customer feedback for common themes.

• Maintains high service satisfaction by following up with customers in designated timeframes

• Coordinates and interacts with internal teams and individuals to ensure high levels of service delivery

• Extremely high client facing position with the responsibility of customer contact performed primarily through telephone or email communication methods

• Responsible for analyzing employee service interactions and providing feedback for coaching to Business Line Leaders that will allow them to effectively coach their employee (without having to duplicate the research and investigation)

• Acts as a liaison between customers and various U.S. Bank departments to resolve more complex customer or technology issues.

Basic Qualifications:

• Bachelor's degree, or equivalent work experience

• Two to three years of experience in customer service management

Preferred Skills and Experience:

• 24 Hour Banking, Online Operations, Branch, Digital expertise

• Ability to independently research customer service complaints, which could require talking to multiple departments to resolve a single issue

• Ability to work with little supervision, effective time management, and great customer service skills are critical

• Must also have strong written and verbal communication skills when speaking with customers, business line partners, and all levels of business executives

• Excellent telephone skills including listening and demonstrating courtesy, empathy, and accuracy

• Ability to take action quickly and adapt to a change in workflow as needed. Customer Service Support and Professionalism are also an important aspect of this position.

• Proven customer service/relations skills including the ability to deal effectively, tactfully, and knowledgeably with customers and non-customers in handling complaints, problems, and general inquiries

• Thorough knowledge of assigned Business Line(s), including all relevant operational processes and procedures and company products and services

• Strong organization and analytical, and problem solving skills

• Ability to manage multiple tasks, assignments and deadlines simultaneously

• Ability to work independently and make decisions based on documented procedures and best practices

• Proficient in and able to navigate all relevant computer systems in order to understand customer needs

• Expertise with the Microsoft Office Suite especially Microsoft Excel

• Must have schedule flexibility

If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants (https://careers.usbank.com/global/en/disability-accommodations-for-applicants) .

Benefits:

Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following (some may vary based on role, location or hours):

• Healthcare (medical, dental, vision)

• Basic term and optional term life insurance

• Short-term and long-term disability

• Pregnancy disability and parental leave

• 401(k) and employer-funded retirement plan

• Paid vacation (from two to five weeks depending on salary grade and tenure)

• Up to 11 paid holiday opportunities

• Adoption assistance

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

EEO is the Law

U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal KNOW YOUR RIGHTS (https://eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf) EEO poster.

E-Verify

U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program (https://careers.usbank.com/verification-of-eligibility-for-employment) .

The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, U.S. Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $62,985.00 - $74,100.00 - $81,510.00

U.S. Bank will consider qualified applicants with arrest or conviction records for employment. U.S. Bank conducts background checks consistent with applicable local laws, including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act as well as the San Francisco Fair Chance Ordinance. U.S. Bank is subject to, and conducts background checks consistent with the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA). In addition, certain positions may also be subject to the requirements of FINRA, NMLS registration, Reg Z, Reg G, OFAC, the NFA, the FCPA, the Bank Secrecy Act, the SAFE Act, and/or federal guidelines applicable to an agreement, such as those related to ethics, safety, or operational procedures.

Applicants must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies.

Job postings typically remain open for approximately 20 days of the posting date listed above, however the job posting may be closed earlier should it be determined the position is no longer required due to business need. Job postings in areas with a high volume of applicants, such as customer service, contact center, and Financial Crimes investigations, remain open for approximately 5 days of the posting listed date.