Account Services Rep 3

at  US Bank National Association

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

Establishes and maintains great working relationships with assigned business accounts, serving as the main day-to-day contact between program administrators or relationship managers. Answers, research, and resolves operational problems experienced by the customer utilizing the Consultative Account Management approach with every client interaction. Focuses on being a strategic resource by assisting with delinquency management, client systems and program implementations; promotes standards with clients and processes by exiting paper reports or other non-efficient program management techniques and facilitating the adoption of electronic and web-based solutions. Lifts quality through identifying and reporting issues and maintaining an accurate accounting of assigned portfolio specifics. Maintains high service satisfaction by following up on client inquiries, providing training, and providing updates. Coordinates and interacts with internal teams and individuals to ensure high levels of service delivery. Extremely high client facing position where duties involving customer contact performed primarily through telephone or email communication methods.

BASIC QUALIFICATIONS

• High school diploma or equivalent
• Typically, five or more years of customer service experience

PREFERRED SKILLS/EXPERIENCE

• Effective verbal, written, and interpersonal communication skills
• 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
• Effective telephone skills including listening and demonstrating courtesy, empathy, and accuracy
• Thorough knowledge of all relevant operational processes and procedures and company products and services
• Proficient in and able to navigate all relevant computer systems in order to pull reports, shadow clients, and troubleshoot technical issues, etc.
• Ability to perform interest calculations and account adjustments
• Strong analytical and problem-solving skills
• Ability to manage multiple tasks/projects and deadlines simultaneously

ADDITIONAL JOB DESCRIPTION

Partner with RMs (Relationship Managers), Product Operations, Client Services, Inventory Control, Fullment and Distribution and other key business partners.
Complete requests for Transfers related activities including but not limited to dividing out work based upon traffic from shared inbox, urgent same day requests, processing, auditing, DTC and STA research and troubleshooting.

Collaborate with key stakeholders to support and facilitate continuous improvement across product and processes, including growth, onboarding, technology, and business change management. Some activities will include:

• Coordinate and facilitate training across team to ensure no single points of dependency, reduce risk, and improve consistency of processes to meet regulations and internal service levels.
• Generate and enforce reporting across PTAO and business partners in a timely fashion to mitigate risk.
• Participate in Business Continuity Plan (BCP) review, meetings, and exercises.
• Complete UAT testing for technology enhancements and participate in project meetings.
• Provide support to PTAO leadership for various tasks as assigned.
• Partner with DTCC and internal partners to manage SLAs, aged/escalated items, and servicing agreement requirements.

Expected to work independently with minimal supervision, demonstrate excellent time management skills, multitask, communicate effectively and complete work with competing deadlines based on prioritization list with real time assessment.
Demonstrate a working to expert level of knowledge with Stream Transfer Agency (STA), DTCC software and Microsoft 365 tools including Outlook, SharePoint, Excel, Teams, OneDrive, OneNote and Word.
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.

• 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 la