Note: The job is a remote job and is open to candidates in USA. U.S. Bank is a financial services institution serving consumers, businesses, and communities. The Inbound Call Center Agent serves as the first point of contact for cardholders and debt management partners by handling inbound calls, resolving inquiries, processing settlement agreements and files, maintaining records, and meeting service performance metrics.
Responsibilities
- Respond to inbound calls from cardholders and third-party partners, providing accurate information and exceptional service
- Listen actively to customer concerns and resolve issues in a timely and courteous manner
- Accurately enter settlement agreements into internal systems, ensuring compliance with company policies and regulatory requirements
- Prepare and process related documentation using Microsoft Excel and Word with a high degree of accuracy
- Process incoming files and ensure proper handling and documentation
- Monitor and respond to inquiries in a shared email inbox, maintaining timely and professional communication
- Perform data entry tasks with precision and attention to detail
- Maintain detailed and organized records of customer interactions and transactions
- Collaborate with internal departments to ensure seamless communication and resolution of customer inquiries
- Meet or exceed performance metrics related to call quality, response time, and customer satisfaction
Skills
- Proven experience in a customer service or call center environment
- High school diploma or equivalent
- Strong proficiency in Microsoft Office, especially Excel and Word
- Strong customer service orientation with a focus on delivering high-quality support
- High school diploma or equivalent
- Typically three to five years of clerical and customer service experience
- Skilled in identifying, resolving, and escalating complex issues effectively
- Excellent verbal and written communication skills
- Background in financial services or collections is highly desirable
- Demonstrated experience in a call center environment, including handling high volumes of inbound and outbound interactions, troubleshooting customer concerns, and maintaining performance metrics
- Thorough knowledge of products, services, terminology, procedures and systems related to assigned area
- Strong customer service skills
- Ability to manage multiple projects and deadlines simultaneously while maintaining a high level of customer service
- Ability to identify and resolve/escalate complex problems
- Proficient computer navigation skills using a variety of software packages including Microsoft Office applications
- Effective verbal and written communication skills
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 (all benefits are subject to eligibility requirements)
Company Overview