Customer Service Agent

  • Full Time
  • Anywhere
  • Posted 3 weeks ago

Job Description

 

Title: Bilingual Spanish, English Customer Service Agent – Loan, Lines, and Leases

Location: North Carolina; Nevada – Remote

At U.S. Bank, we’re passionate about helping customers and the communities where we live and work. The fifth-largest bank in the United States, we’re one of the country’s most respected, innovative and successful financial institutions. 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.

Job Description

Provides high quality customer service by responding to telephone inquiries, requests and problems. Researches, analyzes, and provides solutions that meet the customer’s needs. The major accountabilities of this position may include: resolving customer inquiries and problems on first contact; providing customers with account information; resolving or referring billing disputes; correcting payment errors; revising fee and finance charges as appropriate; account maintenance; taking card, check or other orders; acting on lost or stolen cards/checks; and researching customer problems that could not be resolved during the initial contact.

Basic Qualifications

  • High school diploma or equivalent
  • Two to four years of relevant experience

Preferred Skills/Experience

  • Good knowledge of concepts, practices, policies and procedures of banking products and services
  • Spanish/English preferred (10% language premium for bilingual)
  • Effective telephone and interpersonal skills
  • Strong problem-solving and negotiation skills
  • Ability to handle difficult customer calls Proficient computer navigation skills using a variety of software packages including Microsoft Office applications
  • Ability to identify and resolve/escalate problems
  • Good time management skills to maximize the number of clients that can be assisted while maintaining a high level of customer service

If hired as a remote employee, the following expectations would apply, as they do all employees who regularly perform work outside of a U.S. Bank location:

  • General: your work status, job duties and responsibilities will not change based on whether you are working from a U.S. Bank or remote location. All company rules, policies, practices and procedures still apply.
  • Location of worksite: remote employees must identify a permanent remote worksite that allows focus and confidentiality. For most employees, this is a home office; if space is not a home office, manager approval is necessary to ensure appropriate worksite. Generally, employees should work from their identified work site. Manager and human resources approval is required before changing a remote worksite, as factors such as operational and business needs, geography-based salary range differences, and time zone differences are considered.
  • Designated work area: remote workspace should be reasonably quiet and free from interruption. Remote employees are responsible for furnishing worksite (including desk/chair and internet access) and ensuring company equipment and information is safe.
  • Equipment: U.S. Bank will provide computer equipment necessary to perform job responsibilities, including computer and peripheral equipment (monitor, keyboard, mouse), and all equipment provided remains the sole and exclusive property of U.S. Bank. Employees are liable for damages caused by misuse, negligence and/or unauthorized use of equipment. Employees are required to set up equipment in remote workspace.
  • Work and family: Working remotely is not a substitute for family care arrangements. Except in rare circumstances, family care should not be provided by employee during work hours. Employees are expected to make family care arrangements to ensure that work obligations can be met.
  • Internet: Remote employees are responsible for having internet service prior to starting employment; internet service is not paid by U.S. Bank. Call center employees are required to connect via ethernet, not wi-fi, for work.
    • Internet Service Requirements: High Speed internet service like fiber, cable or DSL is required, DSL should be dedicated bandwidth and not shared, 20MB is needed for upload and download speed.
    • Modem/Router Requirements: Modem/Router approved by your Internet Service Provider, no more than 2 years old to ensure recent technology compatibility, should support VoIP data connection

Benefits:
Take care of yourself and your family with U.S. Bank employee benefits. We know that healthy employees are happy employees, and we believe that work/life balance should be easy to achieve. That’s why we share the cost of benefits and offer a variety of programs, resources and support you need to bring your full self to work and stay present and committed to the people who matter most – your family.

 

To apply for this job please visit careers.usbank.com.