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, enabling the communities we support to grow and succeed in the right ways, all more confidently and more often—that’s what we call the courage to thrive. 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. Try new things, learn new skills and discover what you excel at—all from Day One.
As a wholly owned subsidiary of U.S. Bank, Elavon is committed to building the platforms and ecosystems that help over 1.5 million customers around the world to achieve their financial goals—no matter what they need. From transaction processing to customer service, to driving innovation and launching new products, we’re building a range of tailored payment solutions powered by the latest technology. As part of our team, you can explore what motivates and energizes your career goals: partnering with our customers, our communities, and each other.
Job Description
The Digital 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 Digital / Embedded Payments Customer Experience Professional provides 24x7 collaborative support for our valued customers to ensure reliable and stable connected services.
Additionally, you 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.
You 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.
You 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:
o Understand the end-to-end customer journey, ensuring that our business customers can integrate seamlessly with through various payment channels and API’s.
o 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.
o 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.
o Coordinate with internal teams and vendors to fulfill our customer’s inquiries, promoting multi-departmental collaboration between business and technical teams across the enterprise.
o Communicate events that may cause impact or degraded performance for our Payments and API products. Proactively communicate to the affected stakeholders.
o 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.
o 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.
o 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
• 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.
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.
This position is not eligible for visa sponsorship.
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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:
We offer an exciting, fast-paced and diverse working environment with employees of many different nationalities. We provide benefits to help you protect your health and financial security; and give you peace of mind. We also invest in your career growth with development resources that give you the opportunity to stretch and shine.
