Contact Center Experience Specialist - (Bilingual Japanese)

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

Provides a high level of customer service by responding to telephone or email inquiries, requests, and problems. Researches and resolves problems and errors which may include those related to fraud support and internet operations. Will obtain a thorough knowledge of products, services, rates, terms, fees, applicable regulations, systems and procedures. Acts as a liaison between customers and various U.S. Bank departments to resolve more complex customer or technology issues.

Basic Qualifications
- High school diploma or equivalent
- Typically has a minimum of nine months of Contact Center customer service training/experience, 18 months of prior customer service or related experience, and has successfully completed specialized skill training

- Bilingual ability to read, write, and speak in business-level proficiency of (Japanese) language and English

Preferred Skills/Experience
- Effective problem-solving and negotiation skills
- Ability to navigate multiple computer systems, applications, and utilize search tools to find information
- Proven time management skills and ability to multitask
- Experience interacting positively with unsatisfied customers
- Good communication skills including speaking clearly, articulately and accurately while using a pleasant tone and common conversational courtesies
- Proficient computer navigation skills using a variety of software packages including Microsoft Office applications

Schedule: This position operates on a split shift, meaning the workday is divided into two separate shifts with a break in between. Candidates must be comfortable with this schedule.

8:00am-12:00pm and 4:00pm - 8:00pm CST

This is a remote position with preference for candidates residing near the following hubs:

• Cincinnati, OH
• Milwaukee, WI
• Fargo, ND
• Knoxville, TN
• Twin Cities, MN
• St. Louis, MO
• Owensboro, KY
• Atlanta, GA
• Charlotte, NC
• Oshkosh, WI
• Dallas, TX
• Phoenix/Tempe, AZ
• Portland, OR

Location expectations 
This role is designated as U.S. home-based remote.

If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

Benefits: 

Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following:

• 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

Review our full benefits available by employment status here.

U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law.

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U.S. Bank participates in the U.S. Department of Homela