[Hiring] Debt Management Account Processor @U.S. Bank

Role Description

We are seeking a detail-oriented and customer-focused Inbound Call Center Agent to join our team. In this role, you will serve as the first point of contact for our Cardholders and Debt Management partners, handling inbound calls with professionalism, empathy, and efficiency.

• Respond to inbound calls from cardholders and third-party partners, providing accurate information and exceptional service.
• Listen actively to customer concerns and resolve issues in a timely and courteous manner.
• Accurately enter settlement agreements into internal systems, ensuring compliance with company policies and regulatory requirements.
• Prepare and process related documentation using Microsoft Excel and Word with a high degree of accuracy.
• Process incoming files and ensure proper handling and documentation.
• Monitor and respond to inquiries in a shared email inbox, maintaining timely and professional communication.
• Perform data entry tasks with precision and attention to detail.
• Maintain detailed and organized records of customer interactions and transactions.
• Collaborate with internal departments to ensure seamless communication and resolution of customer inquiries.
• Meet or exceed performance metrics related to call quality, response time, and customer satisfaction.

Qualifications

• Proven experience in a customer service or call center environment.
• High school diploma or equivalent.
• Strong proficiency in Microsoft Office, especially Excel and Word.
• Strong customer service orientation with a focus on delivering high-quality support.

Requirements

• High school diploma or equivalent.
• Typically three to five years of clerical and customer service experience.

Preferred Skills and Experience

• Skilled in identifying, resolving, and escalating complex issues effectively.
• Excellent verbal and written communication skills.
• Background in financial services or collections is highly desirable.
• Demonstrated experience in a call center environment, including handling high volumes of inbound and outbound interactions, troubleshooting customer concerns, and maintaining performance metrics.

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.