About the job

At U.S. Bank, we're passionate about helping customers and the communities where we live and work. The fifth-largest bank in the United States, we’re one of the country's most respected, innovative and successful financial institutions. 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.

Job Description

Remote opportunities are located for applicants living in the following states:

Alabama, Arizona, Arkansas, Florida, Georgia, , Illinois, Indiana, Iowa, Kentucky, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Mexico, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, West Virginia, Wisconsin and Wyoming

We are seeking individuals who are dedicated to providing exceptional customer service to our customers. Our Inbound Fraud department is the central unit that receives inbound calls from credit, debit, and corporate/government card customers related to suspicious and unauthorized activity.

No prior experience in banking or fraud is necessary. We offer comprehensive and ongoing training to ensure our Representatives are prepared to deliver efficient, knowledgeable, and empathetic customer service.

Responsibilities Include

• Answering incoming calls and providing high quality support to our credit and debit card customers over the phones
• Performing a variety of tasks to prevent financial loss by blocking or placing security holds on accounts, placing lost/stolen statuses on debit and credit accounts and forwarding fraud and dispute information to the appropriate parties
• Initiating fraud claims and providing information on existing fraud and dispute claims
• Partnering with multiple departments to service fraud and dispute issues
• Documenting fraud alerts, building case files, and escalating fraud alerts to appropriate groups

Fraud Customer Service Representatives are scheduled to work five days per week, including every other weekend. Equitable days off are given during the week in which a weekend shift is worked. Day, evening and overnight schedules may be available. You could earn a 10% shift differential for qualifying shifts if 60% or more of the hours worked are between 4pm - 8pm.

Forget “bankers hours”, this team offers schedules that meet modern needs for both customers and employees! A variety of work schedules are available 24/7/365!

If hired, you must be able to attend six weeks of training Monday-Friday,

8 a.m. - 4:30 p.m. (dependent on class location time zones) and successfully complete required program testing.  

Once training is completed, and 90 days are spent in assigned shift, student schedules can be accommodated.

Service Advisors are scheduled to work five days each week, including every other weekend, to include both Saturday and Sunday. Equitable days off are scheduled during the week in which a weekend shift is worked.

We Offer The Opportunity For Career Growth And Development In a Supportive, Professional And Pleasant Work Environment, With a Competitive Salary And An Outstanding Benefits Package Including

• Health
• Dental
• Vision
• Life insurance programs for the employee and family
• Short and Long Term Disability
• Paid time off, including the opportunity to purchase additional vacation time
• Generous tuition reimbursement program
• Banking discounts
• 401K with company match and pension programs
• Casual attire

Explore your career possibilities at U.S. Bank and join a company that's as passionate as you are about helping our customers meet their goals and making a difference in the communities we live and work. Our industry-leading financial performance, innovative spirit and best-in-class reputation empower employees to succeed.

Basic Qualifications

• High school diploma or equivalent
• One to two years of customer service experience
• One to two years of experience using a computer, especially Microsoft Office applications

Preferred Skills/Experience

• Some knowledge of consumer, debit, and corporate/government card products
• Ability to identify and interpret data and resolve exceptions
• Ability to work with unwritten but generally understood instructions; relying on precedents when available or applicable
• Strong verbal and written communication skills
• Strong problem-solving and negotiation skills as well as the ability to handle difficult customer calls
• Proficient computer skills, especially Microsoft Office applications

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, 20MB is needed for upload and download speed.
• 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

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

Take care of yourself and your family with U.S. Bank employee benefits. We know that healthy employees are happy employees, and we believe that work/life balance should be easy to achieve. That's why we share the cost of benefits and offer a variety of programs, resources and support you need to bring your full self to work and stay present and committed to the people who matter most - your family.

Learn all about U.S. Bank employee benefits, including tuition reimbursement, retirement plans and more, by visiting usbank.com/careers.

EEO is the Law

Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal EEO is the Law 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.

Salary range reflected is an estimate of base pay and is for the primary location. Base pay range may vary if an offer is made for work in a different location. Pay Range: $15.00 - $17.98 - $19.78

Due to legal requirements, U.S. Bank requires that the successful candidate hired for some positions be fully-vaccinated for COVID-19, absent being granted an accommodation due to a medical condition, pregnancy, or sincerely held religious belief or other legally required exemption. For these positions, as part of the conditional offer of employment, the successful candidate will be asked to provide proof of vaccination or approval for an accommodation or exemption upon hire.

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