Commercial Customer Service Team Leader

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

Directly and through staff, manages and coordinates the operational activities for assigned functional area(s)/region(s). Ensures quality service and effective operations support for all assigned internal and external customers. Leads high performance teams of both entry level and skilled professionals by setting goals, providing ongoing feedback, measuring progress while recognizing success and building accountability with employees. Oversees adherence to corporate policies and procedures and ensures compliance with applicable laws and regulations within area of responsibility. Participates in the review and improvement of operational systems and procedures relevant to assigned units.

Location & Schedule Expectations

This role requires working from one of the following U.S. Bank locations three (3) or more days per week: Brookfield, WI; Portland, OR; Minneapolis, MN.

Hybrid Schedule

• Portland, OR: Monday - Friday 8:00 AM - 5:00 PM PST
• Brookfield, WI & Minneapolis, MN: Monday - Friday 10:00 AM - 7:00 PM CST

Basic Qualifications

• Bachelor’s degree, or equivalent work experience

• Typically, three or more years of relevant experience

Preferred Skills/Experience

• Strong written and verbal communication skills, with an ability to deal effectively, tactfully and knowledgeably with customers and non-customers in handling complaints, problems and general inquiries

• Proven customer service and relationship building skills including the ability to deal effectively, tactfully, and knowledgeably with customers and non-customers in handling complaints,

• Thorough knowledge of all relevant operational processes, and treasury products and services

• Prior experience working with operational systems such as Hogan and AFS highly desirable

• Excellent telephone skills, including listening, demonstrating courtesy, empathy and accuracy

• Excellent organizational skills and ability to set priorities in a fast-paced dynamic environment

• Strong analytical and problem-solving skills, and ability to make risk-based decisions

• Proficient in and able to navigate all relevant computer systems in order to pull reports, shadow customers, and troubleshoot technical issues, etc.

• Four years of customer service and/or U.S. Bank, or other bank, operations experience

• Two years of supervisory and coaching experience preferred

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Essential Function/Duties/Responsibilities:

1. Interview and hire Commercial Service Bankers

2. Provide orientation and assist with training for new Commercial Service Bankers

3. Coach Commercial Service Bankers to continuously improve call-handling skills, communication, organization and problem-solving skills

4. Assist bankers with product inquiries and system navigation

5. Manage the day-to-day operations of a Commercial Service team to ensure bankers are available to answer customers inquiries timely, are meeting SLAs, delivering accurate, quality service and adhering to call tracking standards.

6. Monitor Commercial Service Bankers’ performance and provide formal and informal performance feedback

7. Review and approve banker’s transactions, conduct audits on various requests handled by Commercial Service Bankers

8. Recognize and reward performance excellence

9. Create and sustain a positive work environment

10. Handle escalated customer service issues from the bankers or business lines, escalate further as needed to achieve final resolution

11. Solves complex customer issues/inquiries and effectively engages and escalates to appropriate support teams without needing to engage the Site Manager.

12. Participate in and contribute to projects for organizational initiatives, takes an active approach in identifying and recommending improvements to existing processes and products.

13. Provide input and guidance to bankers on projects for assigned customers ensuring participation from external and internal partners, assigned tasks are completed on time, and management of projec