Account Services Rep

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, researches, 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.
The role offers a hybrid/flexible schedule, which means there’s an in-office expectation of 3 or more days per week and the flexibility to work outside the office location for the other days.
Schedule based on time zone or hire:
OR: 8:00 am - 5:00 Pacific
MO: 10:00 am - 7:00 pm Central
OH: 11:00 am - 8:00 pm Eastern

Job highlights:

• Responsible for defining and performing systems analysis and development tasks to improve workflow and operating efficiency.
• Formulates proposals for new systems and information needs by analyzing existing systems and procedures and defining recommended technical and procedural improvements.
• Analyzes costs of existing operations and estimates cost savings to be achieved by implementing proposed changes; makes recommendations based on analysis.
• Participates in the modification of existing applications or development of new applications.
• Acts as a liaison and technical resource between management, staff and information systems to define and communicate standards of operational policy, plans, customer service or financial/performance reporting.
• Ensures all documentation and requests comply with established policies and procedures.
• Maintains applicable systems to monitor and track projects, plans and/or data; provides reports to management as needed.
• Writes test plans and performs tests of new systems and modifications to existing systems.
• Develops communication tools to ensure a high level of awareness of policies, plans, procedures or study/project results.

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

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