Customer Service Representative – Remote Opportunities in Se...

U.S. Bank
Full Time
Remote in Georgia
$18 an hour
Posted Today
Job description

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

Remote opportunities are located for applicants living in the following states: Florida, Georgia, Kentucky, Montana, Nevada, South Carolina, Tennessee and Wyoming.

We invest in our people, process, and technology to create the ideal customer experience during every interaction. Our hiring and training standards ensure our Service Advisors are efficient, knowledgeable, and friendly. We provide comprehensive ongoing training to ensure our Service Advisors are prepared to deliver an exceptional customer service experience. Our state-of-the-art technology provides information quickly and consistently to ensure our customers benefit from first call resolution resulting in higher quality and thought leadership scores for our staff. We encourage professional growth through a structured career path program and pride ourselves on creating a culture surrounded by our five core values, we do the right thing, we draw strength from diversity, we power potential, we put people first, we stay a step ahead to foster positive relationships with each other and our customers.

Forget “bankers hours”, this team offers schedules that meet modern needs for both customers and employees! A variety of work schedules are available 24/7/365!

If hired, you must be able to attend six weeks of training Monday-Friday,

8 a.m. - 4:30 p.m. (dependent on class location time zones) and successfully complete required program testing.

Once training is completed, and 90 days are spent in assigned shift, student schedules can be accommodated.

Service Advisors are scheduled to work five days each week, including every other weekend, to include both Saturday and Sunday. Equitable days off are scheduled during the week in which a weekend shift is worked.

Responsibilities include:

Answer incoming calls and assist customers with questions and concerns related to their credit card accounts.

Process and respond to U.S. Bank customer inquiries utilizing multiple systems to provide information on accounts while answering every call with professionalism and accuracy

Properly diagnose customer needs and proactively educate them about the features and benefits of U.S. Bank products and services

Demonstrate a genuine interest in customers and ask questions to resolve the customers concern while understanding how U.S. Bank can help meet their financial needs

Present options to customers about ways to make their banking easy and convenient, while ensuring the needs of the customer always come first.

De-escalate situations involving dissatisfied customers, offering patient assistance and support

Guide customers through troubleshooting, navigating the company website/mobile app or using the products or service using digital tools

Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.

We offer the opportunity for career growth and development in a supportive, professional and pleasant work environment, with a competitive salary and an outstanding benefits package including:

  • Health
  • Dental
  • Vision
  • Life insurance programs for the employee and family
  • Short and long term disability
  • Paid time off, including the opportunity to purchase additional vacation time
  • Generous tuition reimbursement program
  • Banking discounts
  • 401K with company match and pension programs
  • Casual attire


Explore your career possibilities at U.S. Bank and join a company that’s as passionate as you are about helping our customers meet their goals and making a difference in the communities we live and work. Our industry-leading financial performance, innovative spirit and best-in-class reputation empower employees to succeed. 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.

Salary range reflected is an estimate of base pay and is for the primary location.

Base pay range may vary if an offer is made for work in a different location.

Basic Qualifications
  • High school diploma or equivalent
  • Two to four years of experience in a customer service position
Preferred Skills/Experience
  • Thorough knowledge of products, services, rates, terms, fees, applicable regulations and systems and procedures
  • Strong telephone and interpersonal skills
  • Good problem-solving and negotiation skills
  • Ability to handle difficult customer calls
  • Proficient computer skills, especially Microsoft Office applications
  • Effective selling and referral skills
  • 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: 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: 25Mb up and down is the suggested minimum speed and it is recommended you have 40Mb up and down.

If you are having voice quality or connections issues, you will need to work with your internet provider to troubleshoot and make sure you have enough internet speed for your entire household.

Use a Landline based service; Cable, DSL or Fiber (Do not use Wi-Fi, Cellular Hotspots or Satellite Services)

Use a physical wired connection to your home router for stability. Wi-Fi is complex for home networks and may not provide a stable connection for voice calls and systems. US Bank IT will not troubleshoot problems if you are using Wi-Fi.


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.

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 .

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.

Learn all about U.S. Bank employee benefits, including tuition reimbursement, retirement plans and more, by visiting careers.usbank.com .

EEO is the Law
Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal EEO is the Law 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 .

Salary range reflected is an estimate of base pay and is for the primary location. Base pay range may vary if an offer is made for work in a different location. Pay Range: $18.00 - $18.00 - $19.80

Due to legal requirements, U.S. Bank requires that the successful candidate hired for some positions be fully-vaccinated for COVID-19, absent being granted an accommodation due to a medical condition, pregnancy, or sincerely held religious belief or other legally required exemption. For these positions, as part of the conditional offer of employment, the successful candidate will be asked to provide proof of vaccination or approval for an accommodation or exemption upon hire.

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