Chat Service Manager

🔥 19 hours ago

⛰️ Colorado – Remote

⛰️ Colorado – Remote

💵 $66.6k - $78.4k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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

• Lead and develop a team of customer service professionals supporting customers through chat and written communications • Oversee resolution of customer inquiries, account servicing requests, and problems while maintaining compliance with company policies and procedures • Maintain knowledge of products, services, systems, and digital support tools • Identify opportunities to enhance processes, streamline workflows, and increase efficiency within the chat environment • Provide coaching, guidance, and performance management to chat representatives • Partner with leadership and cross-functional teams to communicate and execute departmental goals, strategic initiatives, and organizational priorities • Monitor service levels, productivity, quality, customer satisfaction, and key performance indicators • Implement performance tracking mechanisms, analyze trends, and develop action plans to improve performance • Oversee workforce planning and scheduling to maintain appropriate staffing levels • Balance operational efficiency, customer experience, and employee engagement while meeting service and quality expectations • Participate in developing and implementing training programs, operational procedures, and technology enhancements • Ensure compliance with internal controls, regulatory requirements, audit standards, and risk management practices

🎯 Requirements

• Bachelor's degree, or equivalent work experience • Three to five years of relevant experience • Strong customer service and problem-solving skills • Advanced knowledge of operational functions, systems, policies and procedures of assigned area • Basic understanding and practical application of applicable laws and regulations • Effective leadership skills • Strong verbal and written communication skills • Working knowledge of computer applications used in area • Ability to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies • Ability to comply with applicable background check and employment eligibility 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 • Incentive and recognition programs • Equity stock purchase • 401(k) contribution and pension