Customer Service Representative

Job Description

Customer Service Representative | U.S. Bank

The Tone:
This is a full-time role at U.S. Bank, requiring work from a U.S. Bank location three or more days per week. U.S. Bank focuses on helping customers and businesses make better financial decisions, fostering community growth and individual potential, offering opportunities for growth and skill development. Elavon, a wholly owned subsidiary, supports over 1.5 million global customers with tailored payment solutions, including transaction processing and driving innovation. In this role, you will be crucial for providing direct support to merchants, ensuring their credit card processing operations and financial goals are met.

The TL;DR
• Role: Full Time
• Location: Hybrid

• Mission: To provide high-quality customer service to merchants by responding to inquiries related to Merchant Credit Card processing and other assigned areas.
• Tech Stack: Microsoft Office applications

What You’ll Actually Do
• Inquiry Response: Respond to telephone inquiries, requests, and problems received from merchants.
• Problem Resolution: Troubleshoot, diagnose, and provide merchants with effective solutions to resolve issues concerning service, authorization, and credit card processing terminals.
• Policy Communication: Communicate applicable policies, procedures, and practices clearly and accurately to merchants.
• Exception Handling: Request exceptions to established policies and procedures on behalf of merchants when appropriate and within defined limits.

The Must-Haves
• Background: A high school diploma or equivalent is required. This is an early career opportunity focused on direct customer interaction within the financial services sector.
• Experience: Six months to one year of dedicated customer service experience is essential for handling merchant inquiries and resolving issues effectively.
• Skills: Possess excellent telephone, interpersonal, and verbal communication skills necessary for engaging with merchants. Demonstrate good problem-solving and negotiation skills, including the ability to proficiently handle difficult customer calls. You must be able to identify, troubleshoot, diagnose, and provide solutions for complex problems, escalating when appropriate. Proficient keyboard and computer skills, especially with Microsoft Office applications, are also essential.
• Bonus: Basic knowledge of U.S. Bank and Elavon products, services, problem resolution practices and procedures, applicable regulations, and internal systems is preferred. A proven commitment to delivering high-quality customer service and strong time management skills to efficiently assist a high volume of clients are highly valued.