Contact Center Customer Service Manager

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U.S. Bank

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1863

💼 Consulting

🛡️ Insurance

📦 Logistics

Consulting • Insurance • Logistics

U. S. Bank is a major financial services institution headquartered in the United States, providing a wide range of banking and financial products to individuals and businesses. The bank offers services in retail banking, corporate banking, wealth management, credit underwriting, and investment management. With a commitment to diversity, equity, and inclusion, U. S. Bank emphasizes the importance of culture and values, offering career growth opportunities and supporting the health and wellness of its employees. U. S. Bank engages with communities and provides educational resources to enhance financial literacy. As a member of the FDIC, it ensures the security of its deposit products, although investment and insurance products are not FDIC insured and may lose value.

📋 Description

• Manage customer service staff receiving customer inquiries, investigating requests, answering questions, and resolving problems • Maintain a high level of quality customer service • Maintain current knowledge of products and services • Develop processes and tools to improve service levels • Ensure efficient and professional customer service operations across telephone and written communications • Coach contact center personnel and communicate and carry out departmental goals and vision • Work with leadership and other managers to provide leadership and direction • Ensure compliance with internal policies and procedures • Respond to internal audits and certifications • Participate in developing and enhancing equipment and training procedures and programs • Develop, implement, and maintain department operating policies and procedures • Implement and monitor tracking and performance monitoring mechanisms • Manage operations for assigned functional areas or regions • Plan and schedule departmental activities • Ensure adequate staffing and that work volume meets product/service standards and exceeds quality standards • Support Card Member Services 24HB FMS operations

🎯 Requirements

• Bachelor's degree, or equivalent work experience • Three to five years of relevant experience • Candidates must be in the following lines of business: Card Member Services 24HB FMS • Start time between 12p and 2p CST • 1 in 8 weekend rotations • Strong customer service and problem-solving skills • Advanced knowledge of operational functions, systems, policies, and procedures of the 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 the 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 • Must satisfy 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 • Comprehensive benefits package • Incentive and recognition programs • Equity stock purchase • 401(k) contribution and pension