Contact Center Customer Service Manager - ONSITE St Paul, MN
Company: U.S. Bank
Location: Saint Paul
Posted on: August 7, 2022
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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 24 Hour Banking customer service center. This
position is responsible for leading front-line customer service
bankers who support customer inquiries in Retail Banking, Digital
Servicing, Business Service Center and Wealth Management. 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!Schedule: Tuesday - Saturday, 3pm - 12am Central
Time ZoneLooking for those flexible to work any type of schedule,
based on business needs. Working model: ONSITE Westside Flatt, St
Paul, MN This role has multiple levels, open to candidates with at
least one year supervisory or leadership experience. The successful
candidate will be hired for the level of the position that aligns
with their experience.Basic Qualifications- Bachelor's degree, or
equivalent work experience- Up to three years of relevant
experiencePreferred 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 areaINDAMIf 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: 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 careers.usbank.com.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, St. Paul , Contact Center Customer Service Manager - ONSITE St Paul, MN, Executive , Saint Paul, Minnesota
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