Card Customer Service Advisor - (Morning Shifts) Englewood, CO.
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.
We are currently hiring for a January start time as a hybrid working model for those in Englewood, CO. Team members who are in a hybrid role typically spend three days a week at a U.S. Bank location, while having flexibility on their work location for the other working days.
Provides high quality customer service by responding to telephone inquiries, requests and problems. Researches, analyzes, and provides solutions that meet the customer’s needs. The major accountabilities of this position may include: resolving customer inquiries and problems on first contact; providing customers with account information; resolving or referring billing disputes; correcting payment errors; revising fee and finance charges as appropriate; account maintenance; taking card, check or other orders; acting on lost or stolen cards/checks; and researching customer problems that could not be resolved during the initial contact
We invest in our people, process, and technology to create the ideal customer experience during every interaction. Our hiring and training standards ensure our Service Advisors are efficient, knowledgeable, and friendly. We provide comprehensive ongoing training to ensure our Service Advisors are prepared to deliver an exceptional customer service experience.
Our state-of-the-art technology provides information quickly and consistently to ensure our customers benefit from first call resolution resulting in higher quality and thought leadership scores for our staff. We encourage professional growth through a structured career path program and pride ourselves on creating a culture surrounded by our five core values, we do the right thing, we draw strength from diversity, we power potential, we put people first, we stay a step ahead to foster positive relationships with each other and our customers.
Schedule: After successfully completing the training program, you will move to your scheduled shift of 3:30 pm - 12:00 am, Central. Your scheduled shift is five days per week. This schedule includes working both Saturday and Sunday on a every-other weekend rotation, as well as some holidays.
The start or end of your shift, on a holiday or weekend day, may fluctuate by one to two hours based on business needs.
Equitable days off are given in the week in which a weekend shift is worked, and you will know your rotating schedule in advance.
You will receive a shift premium of 10% while assigned to this specific shift.
Pay: $20.00 Hourly Base Pay (Pay during training)
$22 per hour once you move to 3:30 pm - 12:00 am hours which included the 10%-night shift differential.
If hired, you must be able to attend 7-weeks of training Monday-Friday, 9 a.m. - 6:30 p.m. Central and successfully complete required program testing. Once training is completed, and 90 days are spent in assigned shift, student schedules can be accommodated.
Service Advisors are scheduled to work five days each week, including every other weekend, to include both Saturday and Sunday. Equitable days off are scheduled during the week in which a weekend shift is worked.
Answer incoming calls and assist customers with questions and concerns related to their credit card accounts.
Process and respond to U.S. Bank customer inquiries utilizing multiple systems to provide information on accounts while answering every call with professionalism and accuracy.
Properly diagnose customer needs and proactively educate them about the features and benefits of U.S. Bank products and services
Demonstrate a genuine interest in customers and ask questions to resolve the customers concern while understanding how U.S. Bank can help meet their financial needs.
Present options to customers about ways to make their banking easy and convenient, while ensuring the needs of the customer always come first.
De-escalate situations involving dissatisfied customers, offering patient assistance and support.
Guide customers through troubleshooting, navigating the company website/mobile app or using the products or service using digital tools
Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
We offer the opportunity for career growth and development in a supportive, professional and pleasant work environment, with a competitive salary and an outstanding benefits package including:
Life insurance programs for the employee and family
Short- and long-term disability
Paid time off, including the opportunity to purchase additional vacation time
Generous tuition reimbursement program
401K with company match and pension programs
Explore your career possibilities at U.S. Bank and join a company that’s as passionate as you are about helping our customers meet their goals and making a difference in the communities we live and work. Our industry-leading financial performance, innovative spirit and best-in-class reputation empower employees to succeed. U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Salary range reflected is an estimate of base pay and is for the primary location. Base pay range may vary if an offer is made for work in a different location.
- High school diploma or equivalent
- Two to four years of experience in a customer service position
- Thorough knowledge of products, services, rates, terms, fees, applicable regulations and systems and procedures
- Strong telephone and interpersonal skills
- Good problem-solving and negotiation skills
- Ability to handle difficult customer calls
- Proficient computer skills, especially Microsoft Office applications
- Effective selling and referral skills
- Ability to identify and resolve/escalate problems
- Good time management skills to maximize the number of clients that can be assisted while maintaining a high level of customer service
General: your work status, job duties and responsibilities will not change based on whether you are working from a U.S. Bank or a remote location. All company rules, policies, practices and procedures still apply.
Location of worksite: remote employees must identify a permanent remote worksite that allows focus and confidentiality. For most employees, this is a home office; if space is not a home office, manager approval is necessary to ensure appropriate worksite. Generally, employees should work from their identified work site. Manager and human resources approval is required before changing a remote worksite, as factors such as operational and business needs, geography-based salary range differences, and time zone differences are considered.
Designated work area: remote workspace should be reasonably quiet and free from interruption. Remote employees are responsible for furnishing worksite (including desk/chair and internet access) and ensuring company equipment and information is safe.
Equipment: U.S. Bank will provide computer equipment necessary to perform job responsibilities, including computer and peripheral equipment (monitor, keyboard, mouse), and all equipment provided remains the sole and exclusive property of U.S. Bank. Employees are liable for damages caused by misuse, negligence and/or unauthorized use of equipment. Employees are required to set up equipment in remote workspace.
Work and family: Working remotely is not a substitute for family care arrangements. Except in rare circumstances, family care should not be provided by employee during work hours. Employees are expected to make family care arrangements to ensure that work obligations can be met.
Internet: Remote employees are responsible for having internet service prior to starting employment; internet service is not paid by U.S. Bank. Call center employees are required to connect via ethernet, not wi-fi, for work.
Internet Service Requirements: High Speed internet service like fiber, cable or DSL is required, DSL should be dedicated bandwidth and not shared, 40Mbps is best practice.
Modem/Router Requirements: Modem/Router approved by your Internet Service Provider, no more than 2 years old to ensure recent technology compatibility, should support VoIP data connection.
If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.
Learn how the way we work at U.S. Bank drives meaningful relationships with our customers and collaboration across the company.
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
Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law
EEO is the Law
U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal KNOW YOUR RIGHTS EEO poster.
U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, US Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401k contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $20.00 - $20.00 - $22.00