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.
Job Description
Establish and maintain great working relationships with assigned business customers, serving as the main day to day contact between the customer and U.S. Bank. Service and support customer's depository and treasury products and provide limited loan servicing. Act on behalf of the customer as a liaison with sales staff, technical specialists, and/or other U.S. Bank departments to ensure high levels of service delivery for customers. Utilize numerous systems to access account information and respond to customer inquiries received via phone, email, business line hand-off, and SinglePoint Service Request module. Emulate and co-browse with customers to help them navigate through our systems, helping to remove any obstacles the customer may be facing preventing them from being self-sufficient in utilizing our systems. Assist customers with product installation after the initial onboarding. Identify and recommend the appropriate products and services to meet customer's needs. Submit product requests to the applicable Sales team on the customer's behalf. Research, trouble shoot and resolve operational problems experienced by our customers. Perform maintenance such as signer revisions, process special handling requests, intake fraud claims, onboard new relationships to the bank, and facilitate the opening and closing of accounts and related services. Perform monetary transactions such as book transfers, cashier's check issuance, manual wire transfers, stop payments, loan payments, advances, fee refunds and adjustments. Provide depository support such as adjustment research, correction of deposit errors, missing or misapplied payments/ deposits.
Training & Set Working Schedules
Monday - Friday 8:00 AM - 5:00 PM EST - Cincinnati, OH
Monday - Friday 8:00 AM - 5:00 PM PST - Portland, OR
Monday - Friday 10:00 AM - 7:00 PM CST - Minneapolis, MN & Brookfield, WI
Training is 100% onsite for new team members during the first 90 days. After training, hybrid schedule is 3 days onsite & 2 days home-based.
Basic Qualifications
Associate's degree, or equivalent work experience
Three to five years of experience in financial services industry
Duties and Responsibilities Include:
Responding to customer needs to affect a positive outcome when presented with obstacles and challenges
Manages multiple requests and deadlines simultaneously, set priorities, and adapts to changing conditions
Provide customer product and service navigation support and training.
Communicate effectively with customer contacts and internal U.S. Bank partners, establishing and maintaining positive working relationships
Ensure superior customer experience by providing accurate and complete information with each request
Follows up with the customer to ensure proper servicing (including validation of product maintenance). Effectively assigns and follows up on requests requiring Level 2 support
Takes ownership for answering customers' questions and solving problems
Knowledgeable on treasury and DDA product offerings and processes and attends required training to stay current on all products and services
Actively ensures compliance with the U.S. Bank Code of Ethics and all Anti-Money Laundering, Bank Secrecy Act, information security and suspicious activity reporting requirements, policies and procedures
Preferred Skills/Experience
· Strong verbal, written, and interpersonal communication skills
· Proven customer service and relationship building skills including the ability to deal effectively, tactfully, and knowledgeably with customers and non-customers in handling complaints, problems, and general inquiries
· Excellent telephone skills including listening and demonstrating courtesy, empathy, and accuracy
· Thorough knowledge of all relevant operational processes, and treasury products and services
· Proficient in and able to navigate all relevant computer systems in order to pull reports, shadow customers, and troubleshoot technical issues, etc.
· Great attention to detail
· Strong analytical and problem-solving skills
· Ability to multi-task, prioritize and organize work
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This role has multiple levels, open to candidates. The successful candidate will be hired for the level of the position that aligns with their experience
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Location Expectation
This role requires working from a U.S. Bank location three (3) or more days per week.
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 (https://careers.usbank.com/global/en/disability-accommodations-for-applicants) .
Benefits:
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
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
U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law.
E-Verify
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 (https://careers.usbank.com/verification-of-eligibility-for-employment) .
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, U.S. Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $22.50 - $30.00
U.S. Bank will consider qualified applicants with arrest or conviction records for employment. U.S. Bank conducts background checks consistent with applicable local laws, including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act as well as the San Francisco Fair Chance Ordinance. U.S. Bank is subject to, and conducts background checks consistent with the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA). In addition, certain positions may also be subject to the requirements of FINRA, NMLS registration, Reg Z, Reg G, OFAC, the NFA, the FCPA, the Bank Secrecy Act, the SAFE Act, and/or federal guidelines applicable to an agreement, such as those related to ethics, safety, or operational procedures.
Applicants must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies.
Posting may be closed earlier due to high volume of applicants.
