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

Seeking Contact Center Service Manager for the U.S. Bank Card Member Service banking customer service center. The ideal candidate understands the importance of being a customer advocate while balancing employee development in alignment with our performance goals and vision.

What would your day look like?

– 80% of day will be spent reviewing daily team performance, listening to calls, and establishing behavioral-based coaching plans that highlights areas of success while focusing on continuous, meaningful progress.

– Ability to document and deliver communication regarding coaching, development and/or action plans with each member of your team.

– Monitor staffing and schedule adherence, to maintain expected service levels that provide a superior customer experience.

– Ensure compliance to applicable internal policies and procedures; responds to internal audits, certifications and handle management-level escalations.

– Build relationships from the first day of employment that inspires team members to seek opportunities and establish long-term career success at U.S. Bank.

– Promote U.S. Bank products and services, celebrating achievements and identifying opportunities with a focus on improving customer and employee experience.

– Conduct potential banker candidate interviews.

– Adjust to schedule demands based on business needs

Desired Skills:

– Manage workload through strong decision-making, effective time management and prioritization of assigned tasks.

– Flex between a variety of communication tools and methods (e.g. e-mail, phone, instant message/chat, virtual video conference or in-person meetings).

– Displays strong written and verbal communication.

– Collaborates with peers, senior leadership and key partners to drive team success.

– Maintains a positive attitude while managing in a fast-paced, fluid environment

– Be a change champion!

Schedule: 12:30 PM – 9:00 PM Mountain Time Zone, Monday – Friday with rotating weekends. Our Service Managers work on average, every 5th or 6th weekend, that includes both Saturday & Sunday. The manager then has 1 rotation day off the week prior to the weekend worked and 1 rotation day off the week following the weekend worked. The hours on the weekend could vary slightly from the assigned weekday schedule depending on coverage needs. Service Managers also work 1-2 major holidays per year, depending on business needs.

Basic Qualifications
– Bachelor’s degree, or equivalent work experience
– Up to three years of relevant leadership/supervisory experience.

Preferred Skills/Experience
– Strong customer service and problem-solving skills
– Thorough knowledge of operational functions, systems, policies and procedures of assigned area
– Basic knowledge of banking operations
– Effective leadership skills
– Strong verbal and written communication skills
– Working knowledge of computer applications used in area

Basic Qualifications
– Bachelor’s degree, or equivalent work experience
– Up to three years of relevant experience

Preferred Skills/Experience
– Strong customer service and problem-solving skills
– Thorough knowledge of operational functions, systems, policies and procedures of assigned area
– Basic knowledge of banking operations
– Effective leadership skills
– Strong verbal and written communication skills
– Working knowledge of computer applications used in area

Learn how the way we work at U.S. Bank drives meaningful relationships with our customers and collaboration across the company.

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 hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law