[Hiring] CSR Manager @U.S. Bank

Role Description

Responsible for managing customer service staff 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.
• 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.
• 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.
• Ensures assigned operations area is adequately staffed and volume of work produced meets product/service standards and exceeds quality standards.

Qualifications

• Bachelor's degree, or equivalent work experience.
• Three to five years of relevant experience.

Requirements

• Strong customer service and problem-solving skills.
• Advanced knowledge of operational functions, systems, policies and procedures of assigned area.
• Basic understanding and practical application of applicable laws and regulations.
• Effective leadership skills.
• Strong verbal and written communication skills.
• Working knowledge of computer applications used in area.

Benefits

• 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.