Job Description:
• Manage customer service staff receiving 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 or tools to improve service levels and ensure efficient, professional customer service operations
• Coach contact center personnel within the site location
• Work with leadership and other managers to communicate and carry out departmental goals and vision
• 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 through planning, scheduling, staffing and quality oversight
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
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