High Value Account Services Representative (multiple levels)

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.

Preferred Skills/Experience

• Strong 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
• Excellent 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 simultaneousl

THIS ROLE HAS MULTIPLE LEVELS, OPEN TO CANDIDATES WITH 2-5+ YEARS OF CUSTOMER SERVICE EXPERIENCE. THE SUCCESSFUL CANDIDATE WILL BE HIRED FOR THE LEVEL OF THE POSITION THAT ALIGNS WITH THEIR EXPERIENCE.

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. Focuses on being a strategic resource by assisting with delinquency management, client systems and program implementations. Maintains high service satisfaction by following up on client inquiries 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

Grade 8:

• High school diploma or equivalent
• Two to three years of customer service experience

Grade 9:

• High school diploma or equivalent
• Typically three to five years of customer service experience

Grade 10:

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

Preferred Skills/Experience

• Strong 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
• Excellent 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

Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That’s why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following (some may vary based on role, location or hours):

• 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