Contact Center Customer Experience Specialist – Bilingual, Spanish

🕒 August 2

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U.S. Bank

WebsiteLinkedInAll Job Openings

10,000+ employees

🏦 Banking

💸 Finance

🛡️ Insurance

💰 $55M Post IPO debt on 2023-10

Banking • Finance • Insurance

U. S. Bank is a large, diversified commercial bank and financial services company. It operates retail and branch banking, corporate and commercial banking, lending and credit underwriting, wealth management, investment and asset management, and offers insurance and other financial products. The company serves consumer and business customers through physical branches, digital and contact-center channels, and maintains a multinational presence (locations in the United States, Canada, Europe and India). It is a Member FDIC institution and emphasizes customer-focused services, inclusion, and career development.

📋 Description

• Provide a high level of customer service by responding to telephone or email inquiries, requests, and problems • Research and resolve customer problems and errors, including potential fraud support and internet operations issues • Develop thorough knowledge of products, services, rates, terms, fees, regulations, systems, and procedures • Act as a liaison between customers and U.S. Bank departments to resolve complex customer or technology issues • Process and respond to customer inquiries using multiple systems • Provide accurate account information while answering calls professionally • Ask questions to understand and resolve customer concerns • Present options that make banking easy and convenient while prioritizing customer needs

🎯 Requirements

• High school diploma or equivalent • Typically a minimum of nine months of Contact Center customer service training/experience • 18 months of prior customer service or related experience • Successful completion of specialized skill training • Effective problem-solving and negotiation skills • Ability to navigate multiple computer systems and applications and use search tools • Proven time management and multitasking skills • Experience interacting positively with unsatisfied customers • Good communication skills, including clear, articulate, and accurate speaking with a pleasant tone and common conversational courtesies • Proficient computer navigation skills using Microsoft Office applications • Bilingual Spanish capability and successful language assessment after training • Ability to comply with U.S. Bank policies and procedures, including the Code of Ethics and Business Conduct • Ability to meet applicable employment eligibility verification and background-check requirements

🏖️ Benefits

• 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 law • 10% shift differential for shifts beginning at 12:30 p.m. or later • 10% language premium after a successful Spanish assessment after training • Incentive and recognition programs • Equity stock purchase • 401(k) contribution and pension