At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.
Job Description
Are you a leader in customer services that is passionate about the entire journey? Do you excel in coordinating complex, multi-department operational processes that define an amazing customer experience? Are you passionate about technology and are not only able to solve immediate problems, but also innovate to prevent future challenges?
Job Details: The Embedded Payments Customer Experience Professional is responsible for coordinating and driving activities to ensure an optimal experience. From understanding the customer’s end-to-end journey to managing technical inquiries during their integration with U.S. Bank Embedded Payments, we’re looking for someone with a background in collaborating across business and technical teams to contribute to the success of our Embedded Payments operations services.
The Embedded Payments Customer Experience Professional provides 24x7 collaborative support for our valued customers to ensure reliable and stable connected services.
Additionally, the Embedded Payments Customer Experience Professional will assist in monitoring systems health, proactively connect with a multitude of upstream and downstream partners to ensure stability and troubleshoot and resolve any break/fix concerns that may emerge.
The Embedded Payments Customer Experience Professional will remain engaged and be aware and educated about events that may affect their services and provide immediate technical assistance to our customers via many channels – phone, case management and/or email.
The Embedded Payments Customer Experience Professional will track and monitor the customer requests through completion, while providing excellent service and support. This role must combine excellent organizational skills with an ability to deep dive into technical issues to effectively complete the necessary tasks to ensure success.
Responsibilities:
Understand the end-to-end customer journey, ensuring that our business customers can integrate seamlessly with through various payment channels and API’s.
Become the subject matter expert with in-depth knowledge of our API products to quickly facilitate customer inquiries. Inquiries vary from access requests to technical assistance for our API products and Payments.
Collect customer feedback, provide insights to stakeholders, and find opportunities for continual improvement. Define metrics, run reports, and perform periodic audits to measure performance against best practices.
Coordinate with internal teams and vendors to fulfill our customer’s inquiries, promoting multi-departmental collaboration between business and technical teams across the enterprise.
Communicate events that may cause impact or degraded performance for our Payments and API products. Proactively communicate to the affected stakeholders.
Look for ways to improve operational processes and the experience, both from an employee and customer viewpoint, and act as a key stakeholder in coordinating this work across all teams to enable an ultimate launch date.
Assist with testing and readiness for the launch of the new operational processes, platform features, and enhancements by creating workflows, procedures, and training materials to prepare our Embedded Payments Customer Experience Professionals to work with customers.
Adapt to work schedule and assignments quickly. The support model is an emerging function and flexibility/agility are paramount.
Basic Qualifications:
Associate degree, or equivalent work experience.
Positive, team-oriented attitude. Strong verbal and written communication skills.
High attention to detail, information design, and visual presentation & strong organizational skills.
Strong influencing and partnership / collaboration skills to drive cross-functional teams.
Ability to manage multiple highly visible and complex tasks/projects and deadlines simultaneously with limited supervision.
Ability to quickly learn new skills and processes while also being adaptable to changing requirements.
Ability to report in a matrixed environment, where tasks and guidance are interconnected amongst teams.
Proficient computer navigation skills using a variety of software packages including Microsoft Office applications (Jira, Confluence, PowerPoint, SharePoint and ServiceNow experience is a plus). Experience using Microsoft Office applications is required.
Preferred Qualifications
Strong understanding of ITSM and AGILE methodologies.
2+ years customer-facing support for API products and or Payments/Receivables .
1 year of experience working with logs and analyzing http status codes via logging tools such as Kibana or Splunk.
1 year of experience documenting and utilizing ticketing systems such as JIRA, Zendesk, or Service-Now.
Hybrid/flexible schedule:
The role offers a hybrid/flexible schedule, which means there's an in-office expectation of 3 or more days per week and the flexibility to work outside the office location for the other days.
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If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.
Benefits:
Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following (some may vary based on role, location or hours):
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
EEO is the Law
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. Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal KNOW YOUR RIGHTS EEO 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.
The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, U.S. Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements). Pay Range: zł114,750.00 - zł135,000.00 - zł148,500.00
U.S. Bank will consider qualified applicants with arrest or conviction records for employment. U.S. Bank conducts background checks consistent with applicable local laws, including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act as well as the San Francisco Fair Chance Ordinance. U.S. Bank is subject to, and conducts background checks consistent with the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA). In addition, certain positions may also be subject to the requirements of FINRA, NMLS registration, Reg Z, Reg G, OFAC, the NFA, the FCPA, the Bank Secrecy Act, the SAFE Act, and/or federal guidelines applicable to an agreement, such as those related to ethics, safety, or operational procedures.
Applicants must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies.
U.S. Bank accepts applications for this position on an ongoing basis.
