Customer Support Specialist Lead - Cash Vault

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

The Customer Support Specialist Lead will oversee and coordinate the customer service team, ensuring high-quality service delivery for cash vault inquiries via phone and email. This position involves managing daily operations, supervising Customer Support Specialists, and providing guidance and training to enhance team performance. The lead will handle escalated customer issues, monitor workflow for timely responses, and ensure compliance with internal policies and regulatory requirements. Additionally, the role includes leading regular team meetings, analyzing performance metrics, and implementing improvements to optimize customer satisfaction. Ideal candidates will possess strong leadership skills, extensive customer service experience, and a solid understanding of cash vault systems.

BASIC QUALIFICATIONS

• Associate’s degree, or equivalent work experience
• Five to seven years of relevant experience

PREFERRED SKILLS/EXPERIENCE

• Strong customer service/sales and problem-solving skills
• Thorough knowledge of applicable services, products, systems, operations, policies and regulations
• Good organizational and time management skills
• Effective verbal and written communication skills
• Proficient computer navigation skills using a variety of software packages including Microsoft Office applications
• Some experience as a senior level representative preferred
  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