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Contact Center Customer Service Manager – Bilingual Japanese
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 passionate about customer service? Have experience leading a team with drive and initiative? Do you have fluency in both English and Japanese languages?
Come join our Japanese Customer Service Unit as a Customer Service Manager within our Client Service Centers at U.S. Bank!
Work Schedule: Monday – Friday 2:00pm – 11:00pm (Pacific)
In this role, you will be receiving customer inquiries/escalations, investigating requests, answering questions and resolving problems for our account holders as well as our team members.
You will maintain a high level of quality service, current knowledge of products and services, develop processes or tools which improve the level of service provided and take actions that ensure an efficient and professional customer service operation in dealing with both telephone and written communications with customers.
Coach team and work with leadership and other managers to provide leadership and direction by communicating and carrying out departmental goals and vision.
Ensure compliance to applicable internal bank policies and procedures; respond to internal audits and certifications.
Participate in the development and enhancement of equipment and training procedures and programs which support products and services.
Develop, implement and maintain new and revised department operating policies and procedures to increase quality of service and productivity.
Implement and monitor tracking and performance monitoring mechanisms.
Manage the operations and workflow activities for the assigned functional area(s) by planning and scheduling departmental activities, ensuring assigned operations area is adequately staffed and volume of work produced meets product/service standards and exceeds quality standards.
Basic Qualifications
• Bachelor’s degree, or equivalent work experience
• Up to three years of relevant experience
Preferred Skills/Experience
• Bilingual fluency in English and Japanese (verbal, writing and reading abilities)
• Customer service and problem-solving
• Attention to detail and highly organized
• Strong in administrative tasks
• Working knowledge of computer applications and navigation
• Effective leadership skills
• Ability to coach and develop team
• Thorough knowledge of operational functions, systems, policies and procedures
• Knowledge of banking operations
• Multitasking in fast pace environment
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 (https://careers.usbank.com/global/en/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 (https://eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf) 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 (https://careers.usbank.com/verification-of-eligibility-for-employment) .
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: $62,985.00 – $74,100.00 – $81,510.00
U.S. Bank will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance.
Job postings typically remain open for approximately 20 days of the posting date listed above, however the job posting may be closed earlier should it be determined the position is no longer required due to business need. Job postings in areas with a high volume of applicants, such as customer service, contact center, and Financial Crimes investigations, remain open for approximately 5 days of the posting listed date.
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