Account Services Representative

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

The Account Service Representative stablishes and maintains great working relationships with assigned business accounts, serving as the main day-to-day contact between program administrators or relationship managers. Answers, research, 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.

Responsibilities:

• Deliver a DELIGHTFUL experience to our amazing customers. 

• Handle sensitive escalated customer issues

• Investigate and solve complex problems, drive change, and implement solutions

• Manage a queue of support cases, prioritizing issues based on severity and customer impact

• Identify areas of friction and work with product and our customer experience teams to prioritize.

• Work with Product Managers, QA and Development to identify areas for enhanced functionality and tools

• Maintain your knowledge of new functionality and compliance changes

• 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 chat, email, or phone communication methods.

Who You Are:

• You are customer-centric, and you want to help build a world-class customer experience team.

• You have empathy for our customers. You take time to understand their pains, needs and wants and will go the extra mile to make sure their issues are resolved as quickly as possible

• You are highly organized, and priority driven. You understand where your time needs to be spent in order to have the biggest impact within your area of responsibility.

• You are curious about the travel, card, and expense industry and are hungry to learn. 

• You are detail-oriented, and you possess exceptional written and verbal communication skills.

• Preferably experienced in customer support or other customer facing role.

• Strong analytical, troubleshooting, and problem-solving skills

• You are team-oriented, humble, and eager to join a fast-paced startup environment. 

• You have superb follow up and follow through.

Shift Requirements: Required shift Monday through Friday is 10am to 7pm CT. First 30 days of training will be 8am to 5pm CT.

Basic Qualifications 

• High school diploma or equivalent 

• Typically five or more years of customer service experience

Preferred Skills/Experience 

• Effective 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