Cardmember Contact Center Service Manager - Fargo,
Company: U.S. Bank National Association
Location: Fargo
Posted on: January 26, 2023
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Job Description:
At U.S. Bank, we're passionate about helping customers and the
communities where we live and work. The fifth-largest bank in the
United States, we're one of the country's most respected,
innovative and successful financial institutions. U.S. Bank is an
equal opportunity employer committed to creating a diverse
workforce. We consider all qualified applicants without regard to
race, religion, color, sex, national origin, age, sexual
orientation, gender identity, disability or veteran status, among
other factors.Job DescriptionSeeking Customer 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
needsDesired 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!This is a hybrid working model in Fargo, ND. Team
members who are in a hybrid role typically spend three days a week
at a U.S. Bank location, while having flexibility on their work
location for the other working days.Minimum Qualifications-
Bachelor's degree, or equivalent work experience- One to three
years of relevant leadership, supervisory, management
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 areaSchedule: Monday - Friday,
12:30 p.m. - 9 p.m. Central Time Zone. Service Managers work on
average every 5th or 6th weekend, that includes both Saturday &
Sunday. The Manager then has 1 comp day in the week prior to the
weekend worked and 1 comp day 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 work approx. 1-2 major holidays per year, based on
business needs.INDAMIf 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.Learn
how the way we work at U.S. Bank drives meaningful relationships
with our customers and collaboration across the
company.Benefits:Take care of yourself and your family with U.S.
Bank employee benefits. We know that healthy employees are happy
employees, and we believe that work/life balance should be easy to
achieve. That's why we share the cost of benefits and offer a
variety of programs, resources and support you need to bring your
full self to work and stay present and committed to the people who
matter most - your family.EEO is the LawApplicants can learn more
about the company's status as an equal opportunity employer by
viewing the federal EEO is the Law poster.E-VerifyU.S. Bank
participates in the U.S. Department of Homeland Security E-Verify
program in all facilities located in the United States and certain
U.S. territories. The E-Verify program is an Internet-based
employment eligibility verification system operated by the U.S.
Citizenship and Immigration Services. Learn more about the E-Verify
program.Due to legal requirements, U.S. Bank requires that the
successful candidate hired for some positions be fully-vaccinated
for COVID-19, absent being granted an accommodation due to a
medical condition, pregnancy, or sincerely held religious belief or
other legally required exemption. For these positions, as part of
the conditional offer of employment, the successful candidate will
be asked to provide proof of vaccination or approval for an
accommodation or exemption upon hire.
Keywords: U.S. Bank National Association, Fargo , Cardmember Contact Center Service Manager - Fargo,, Executive , Fargo, North Dakota
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