Elan Account Services Rep

Hours: Monday through Friday 9:30 AM to 6 PM CT schedule varies

Account Services Rep Position Highlights:

• Establishes and maintains great working relationships with assigned business accounts, serving as the main day to day contact between program administrators or relationship managers

• Answers, researches, and resolves operational problems experienced by the customer utilizing the Consultative Account Management approach with every client interaction

• Focuses on being a strategic resource by assisting with delinquency management, client systems and program implementations; promotes standards with clients and processes by exiting paper reports or other non-efficient program management techniques and facilitating the adoption of electronic and web-based solutions

• Lifts quality through identifying and reporting issues and maintaining an accurate accounting of assigned portfolio specifics

• Maintains high service satisfaction by following up on client inquiries, providing training, and providing updates

• Coordinates and interacts with internal teams and individuals to ensure high levels of service delivery

• Extremely high client facing position where duties involving customer contact performed primarily through telephone or email communication methods

Basic Qualifications

• High school diploma or equivalent

• Five or more years of customer service experience

Preferred Skills and Experience

• Familiarity with Salesforce, ICS, CRC, and MS Office Suite

• Prior banking and call center experience a plus

• Strong verbal, written, and interpersonal communication skills

• Proven customer service/relations 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

• Strong attention to detail

• Thorough knowledge of all relevant operational processes and procedures and company products and services

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

• Ability to perform interest calculations and account adjustments

• Strong analytical and problem-solving skills

• Ability to manage multiple tasks/projects and deadlines simultaneously

Location Expectations

This role is hybrid. Team members who are in a hybrid role typically spend three days a week at the listed U.S. Bank location(s), while having flexibility on their work location for the other working days.

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