Card Service Contact Center- Customer Service Manager - Fargo, ND

US Bank Fargo , ND 58102

Posted 2 months ago

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 Description

The Card Service Manager is responsible for managing 15-22 customer service representatives in receiving customer inquiries, investigating requests, answering questions and resolving problems. Maintains a high level of quality customer service. Maintains a current knowledge of products and services, develops processes or tools which improve the level of service provided and takes actions that ensure an efficient and professional customer service operation in dealing with both telephone and written communications with customers. Coaches all contact center personnel within site location and works with leadership and other managers to provide leadership and direction by communicating and carrying out departmental goals and vision.

Ensures compliance to applicable internal policies and procedures; responds to internal audits and certifications. Participates in the development and enhancement of equipment and training procedures and programs which support products and services. Develops, implements and maintains new and revised department operating policies and procedures to increase quality of service and productivity. Implements and monitors tracking and performance monitoring mechanisms. Manages the operations activities for the assigned functional area(s)/region(s) by planning and scheduling departmental activities, ensuring assigned operations area is adequately staffed and volume of work produced meets product/service standards and exceeds quality standards.

At U.S. Bank, you'll get support and tools you need to meet your goals and build a meaningful career. Additional responsibilities include:

  • Fosters an inclusive culture that promotes teamwork, recognizes performance, and appreciates effort;

  • Provides coaching and development while building employee engagement and accountability;

  • Engages in, supports, and responds to changes in business strategy, and drives communication to team members;

  • Maximizes employee performance and advocates for career development;

  • Promotes an innovative culture to advance customer loyalty and employee engagement;

  • Drives accountability for ethical behavior, inclusion, and fair treatment in support of our culture.

  • Develops strong relationships with peers and other departments to build a strong team.

We are currently looking to fill several Customer Service Manager positions we are looking for a 1 year commitment to one of the listed schedules below:

  • 3:00pm
  • 12:00am Monday-Friday, with weekend rotation, is on-site in the Fargo Service Center. Receive a 10% shift differential while assigned to this specific shift.
  • 8:00am
  • 5:00pm Monday-Friday or 10:00 am

  • 7:00 pm Monday-Friday, with weekend rotation, is on-site in the Fargo Service Center with a hybrid rotation model of on-site/work from home

Earn More: A 10% premium is earned for bilingual language skills in Korean and English

Basic Qualifications

  • Bachelor's degree, or equivalent work experience

  • Minimum one year up to three years of relevant experience of 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 area

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.

Learn all about U.S. Bank employee benefits, including tuition reimbursement, retirement plans and more, by visiting usbank.com/careers.

EEO is the Law

Applicants can learn more about the company's status as an equal opportunity employer by viewing the federal EEO is the Law 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.

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Card Service Contact Center- Customer Service Manager - Fargo, ND

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