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Account Services Rep

U.S. Bank | Naperville, IL | 11/25/2021

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 Carrier Support Coordinator serves as a contact in our Naperville Customer Service Center, supporting our carrier customer base providing traditional customer service, including initial communication, training at the time of on-boarding, and ad-hoc support.
  • Gains in-depth product knowledge on customer-facing proprietary software/technology and trains external customers on processes, tools, and applications
  • Communicates effectively and answers questions relating to navigating the carrier payment process via phone and email communication.
  • Verifies carrier set up is complete and accurate for users accessing the portal.
  • Monitors implementation status, billing guide updates, and Shipper requirements for billing in order to communicate accurately to carriers
  • Assists team members with ad-hoc carrier support as needed.
  • Opens carrier support requests when needed and works pre-launch and post-launch tasks in a timely manner.
  • Ability to organize/prioritize work based on specific criteria


Basic Qualifications
  • High school diploma or equivalent
  • Three to five years of customer service experience


Preferred Skills/Experience
  • Strong verbal, written, and interpersonal communication skills
  • Positive, proactive attitude is mandatory
  • Initiative and strong work ethic, self-motivated, and self-starter
  • Detail oriented with strong planning, prioritization, and organizational skills
  • Ability to manage multiple tasks/projects and deadlines simultaneously
  • Proven customer service/relations skills including the ability to deal effectively, tactfully, and knowledgeably with customers and non-customers in handling complaints, problems, and general inquiries
  • Excellent telephone skills including listening and demonstrating courtesy, empathy, and accuracy
  • Thorough knowledge of all relevant operational processes and procedures and company products and services


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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December 8, 2021