Account Service Representative (Minneapolis)

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

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

• 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

• 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

• Experience using ServiceNow or similar systems is a plus

• GSA clearance will be required as additional background process if assigned to government accounts

Required Schedule: 10am - 7:00pm, Monday - Friday. Central Time

Training Hours first 90 days: 8am-5pm Central Time

Location:  Minneapolis Bank Plaza

The role offers a hybrid/flexible schedule, which means there's an in-office expectation of 3 or more days per week and the flexibility to work outside of the location for the other days.

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 (some may vary based on role, location or hours):

• 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 ho