High Value Account Services Manager

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

Directly manages a team of Account Service Representatives who are responsible for the day-to-day operations, coaching and development of a team of Acct service representatives whose primary responsibility is to provide high quality customer service and support for high value sales. Manages the operations activities for the assigned functional area(s)/region(s) by planning and scheduling departmental activities, ensuring assigned operations area is adequately staffed and volume of work produced meets product/service standards and exceeds quality standards. Reviews and recommends new methods and procedures to make daily operations in assigned area more efficient. Interfaces with other departments, regions, vendors, agencies, etc. to resolve customer service issues. Implements and monitors tracking and performance monitoring mechanisms. Provides reports to keep senior managers informed of operations activities; makes formal presentations to senior management as required. May develop, monitor and track business performance against goals for assigned product line(s) or geographical areas. Ensures risk, quality control and customer service goals are met. Plans, develops, implements and controls assigned organization and budget functions.

Basic Qualifications

• Bachelor’s degree, or equivalent work experience
• Eight or more years of operations and/or customer service experience
• Two or more years of supervisory/management experience

Preferred Skills/Experience

• Demonstrated knowledge of current products and services as well as other products and services offered by U.S. Bank and products and services of vendors and competitors
• Excellent telephone and interpersonal skills as well as the ability to handle difficult customer calls
• Good problem-solving and negotiation skills
• Proficient computer navigation skills using a variety of software packages including Microsoft Office applications
• Strong knowledge of all applicable systems and procedures
• Well-developed customer relations skills
• Demonstrated leadership skills
• Effective interpersonal, verbal and written communication skills
• Ability to manage multiple tasks/projects and deadlines simultaneously
• Thorough knowledge of banking operations and human resources

• 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