Come join us at U.S. Bank within our 24 Hour Banking Contact Center as a Bilingual Customer Service Associate! In this role, you will be the first point of contact for our customer inquiries via the telephone. You will work in a highly collaborative, fast-paced environment, where customer service is our passion. Join our diverse and inclusive team where you will feel valued and inspired to contribute your unique skills and experience.
This is a fully remote position.
(See Remote Work Expectations at bottom of posting)
If hired, you must be able to fully attend six weeks of training Monday-Friday, 9:30 a.m. - 6:00 p.m. CST.
(Full time set schedules available for after training)

Note: A Bilingual Customer Service Associate will not be able to perform this job without knowing how to read, write, and speak in business-level proficiency of the Japanese language.

Responsibilities are 75% Customer Service and 25% Administrative:

• Identify client needs and complete their requests accurately and within service standards

• Perform wire transfer requests and verifications

• Follow up on customer requests within the expected timeframes

• Ensure risk controls are followed, documenting actions in case notes

• Stays informed on policy and practices by participating in training, huddles and reviewing all job-related communications

• Meet individual performance standards for attendance, timeliness, quality, efficiency and schedule adherence

• Utilize bank documents and agreements to make decisions and analyze risk to accommodate client requests

If hired as a remote employee, the following expectations would apply, as they do all employees who regularly perform work outside of a U.S. Bank location:

• General: your work status, job duties and responsibilities will not change based on whether you are working from a U.S. Bank or remote location. All company rules, policies, practices and procedures still apply.
• Location of worksite: remote employees must identify a permanent remote worksite that allows focus and confidentiality. For most employees, this is a home office; if space is not a home office, manager approval is necessary to ensure appropriate worksite. Generally, employees should work from their identified work site. Manager and human resources approval is required before changing a remote worksite, as factors such as operational and business needs, geography-based salary range differences, and time zone differences are considered.
• Designated work area: remote workspace should be reasonably quiet and free from interruption. Remote employees are responsible for furnishing worksite (including desk/chair and internet access) and ensuring company equipment and information is safe.
• Equipment: U.S. Bank will provide computer equipment necessary to perform job responsibilities, including computer and peripheral equipment (monitor, keyboard, mouse), and all equipment provided remains the sole and exclusive property of U.S. Bank. Employees are liable for damages caused by misuse, negligence and/or unauthorized use of equipment. Employees are required to set up equipment in remote workspace.
• Work and family: Working remotely is not a substitute for family care arrangements. Except in rare circumstances, family care should not be provided by employee during work hours. Employees are expected to make family care arrangements to ensure that work obligations can be met.

• Internet: Remote employees are responsible for having internet service prior to starting employment; internet service is not paid by U.S. Bank. Call center employees are required to connect via ethernet, not wi-fi, for work.
  • Internet Service Requirements: High Speed internet service like fiber, cable or DSL is required, DSL should be dedicated bandwidth and not shared, 40Mbps is best practice.
  • Modem/Router Requirements: Modem/Router approved by your Internet Service Provider, no more than 2 years old to ensure recent technology compatibility, should support VoIP data connection

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