Chat Service Manager

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 DescriptionResponsible for leading and developing a team of customer service professionals who support customers through digital channels, including chat and written communications. Ensures a high-quality customer experience by overseeing the resolution of customer inquiries, account servicing requests, and problem resolution while maintaining compliance with company policies and procedures.Maintains a strong understanding of products, services, systems, and digital support tools to drive operational excellence and improve the customer experience. Identifies opportunities to enhance processes, streamline workflows, and increase efficiency within the chat environment.Provides coaching, guidance, and performance management to chat representatives, fostering a culture of accountability, engagement, and continuous improvement. Partners with leadership and cross-functional teams to communicate and execute departmental goals, strategic initiatives, and organizational priorities.Monitors service levels, productivity, quality, customer satisfaction, and key performance indicators to ensure operational objectives are met. Implements and maintains performance tracking mechanisms, analyzes trends, and develops action plans to improve individual and team performance.Oversees workforce planning and scheduling to ensure appropriate staffing levels are maintained in support of customer demand. Ensures chat operations effectively balance efficiency, customer experience, and employee engagement while meeting service and quality expectations.Participates in the development and implementation of training programs, operational procedures, and technology enhancements that support digital customer service delivery. Ensures compliance with internal controls, regulatory requirements, audit standards, and risk management practicesBasic Qualifications- Bachelor's degree, or equivalent work experience- Three to five years of relevant experiencePreferred Skills/Experience- Strong customer service and problem-solving skills- Advanced knowledge of operational functions, systems, policies and procedures of assigned area- Basic understanding and practical application of applicable laws and regulations- Effective leadership skills- Strong verbal and written communication skills- Working knowledge of computer applications used in areaLocation expectations This role is designated as U.S. home-based remote.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:Healthcare (medical, dental, vision)Basic term and optional term life insuranceShort-term and long-term disabilityPregnancy disability and parental leave401(k) and employer-funded retirement planPaid vacation (from two to five weeks depending on salary grade and tenure)Up to 11 paid holiday opportunitiesAdoption assistanceSick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by lawReview our full benefits available by employment status here. U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law.E-VerifyU.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: $66,640.00 - $78,400.00U.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.Posting may be closed earlier due to high volume of applicants.Job SummaryJob number: 2026-0025813Date posted : 2026-09-15Profession: Customer Contact CenterEmployment type: Full time