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 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 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!

This is a full remote opportunity for those within the Overland Park, KS area. There's also an opportunity to work hybrid, if preferred or business needs should require it. 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.

Schedule:

• Start times may be 2:30 pm, 3 pm and/or 3:30 pm, Monday - Friday, Cental Time Zone, with a weekend rotation.
• Service Managers work an average every 5th or 6th weekend, that weekend includes both Saturday & Sunday. The manager then has 1 comp day 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 also work 1-2 major holidays per year, depending on business needs.

OVPCard

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.

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

EEO is the Law

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. Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal KNOW YOUR RIGHTS EEO poster.

E-Verify

U.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.