[Hiring] Fraud and Dispute Intake Specialist @U.S. Bank

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Role Description

In this role, you will be the first point of contact for our Fraud and Dispute Intake Team. This team takes inbound calls to support customers with new and existing fraud and dispute claims including ACH, ATM, Wire Transfer, and Zelle transactions. You will work in a highly collaborative and 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.

• Process and respond to U.S. Bank customer inquiries using multiple systems to provide accurate account information while delivering every interaction with professionalism and care.
• Show genuine interest in customers, ask thoughtful questions to understand their concerns, and identify how U.S. Bank can support their financial needs.
• Present helpful options to make banking easy and convenient while always putting the customer first.
• Occasional weekend or holiday availability helps us keep customers protected.

Qualifications

• High school diploma or equivalent
• Typically has a minimum of nine months of Contact Center customer service training/experience, 18 months of prior customer service or related experience, and has successfully completed specialized skill training

Requirements

• Effective problem-solving and negotiation skills
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Proven time management skills / ability to multitask
• Experience interacting positively with unsatisfied customers
• Strong communication skills including speaking clearly, accurately, and with a pleasant tone while using common conversational courtesies
• Proficient computer navigation skills using a variety of software including Microsoft Office applications
• Ability to understand and implement Regulation E policies and procedures

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