Customer Experience Specialist

About U.S. Bank

U.S. Bank focuses on helping customers, businesses, and communities make sound financial choices and move toward better outcomes. The organization encourages people to explore their strengths, build new capabilities, and grow throughout their careers.

Role Overview

This position is centered on delivering strong customer support through phone and email. The specialist investigates questions, requests, and issues, including matters connected to fraud assistance and online banking operations. The role also requires strong knowledge of products, services, pricing, terms, fees, regulations, systems, and procedures, while serving as a bridge between customers and internal teams to resolve more involved service or technology concerns.

Key Duties

The job involves answering customer inquiries, identifying root causes of issues, and working through errors to reach resolution. It requires coordinating with other departments when issues need additional expertise and maintaining a detailed understanding of banking processes and requirements.

Basic Qualifications

• A high school diploma or an equivalent credential is required.
• Applicants should typically have at least 9 months of contact center customer service training or experience, or 18 months of related customer service experience, along with completion of specialized skills training.

Preferred Experience and Skills

• Strong ability to solve problems and negotiate effectively.
• Comfort working across several computer systems and applications, including search tools used to locate information quickly.
• Solid time management abilities and the capacity to handle multiple tasks at once.
• Experience dealing constructively with dissatisfied customers.
• Clear, accurate, and courteous verbal communication with a professional tone.
• Good computer navigation skills, including familiarity with Microsoft Office and other software tools.

Benefits

U.S. Bank offers a broad benefits package intended to support employees and their families in areas such as health, financial wellbeing, and work-life balance.

• Medical, dental, and vision coverage.
• Basic and optional term life insurance.
• Short-term and long-term disability coverage.
• Pregnancy disability and parental leave.
• 401(k) and an employer-funded retirement plan.
• Paid vacation ranging from two to five weeks depending on salary grade and tenure.
• Up to 11 paid holiday opportunities.
• Adoption assistance.
• Sick and safe leave accrual of 1 hour for every 30 hours worked, up to 80 hours per calendar year unless law provides otherwise.
• Additional compensation and rewards may include incentive and recognition programs, equity stock purchase, 401(k) contribution, and pension benefits, subject to eligibility.

Equal Opportunity and Compliance

U.S. Bank is an equal opportunity employer and evaluates qualified applicants without regard to protected characteristics such as race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability, or veteran status. The company participates in E-Verify at applicable U.S. locations and follows relevant background check requirements and legal standards, including local fair chance laws and federal banking-related regulations where applicable.

Additional Information

Applicants needing disability-related accommodation during any part of the hiring process may request support through the employer’s accommodations process. Candidates must also comply with company policies, including the Code of Ethics and Business Conduct, as well as workplace conduct and safety requirements. The employer notes that the posting may be removed earlier than expected if application volume is high.