Specialized Research Analyst

Job Title

Job Description

Provides high quality customer service to merchants by responding to inquiries regarding the support of Merchant Credit Card processing as well as other areas as assigned. Responds to telephone inquiries, requests and problems from merchants. Troubleshoots, diagnoses and provides merchants with solutions to resolve problems with service, authorization and credit card processing terminals. Communicates applicable policies, procedures and practices to merchants. Requests exceptions to policies and procedures on behalf of merchant as appropriate, within established limits.

Basic Qualifications

• High school diploma or equivalent
• Typically one to two years of customer service experience

Preferred Skills/Experience

• Thorough knowledge of products, services, problem resolution practices and procedures, applicable regulations, systems and procedures
• Effective telephone, interpersonal and verbal communication skills
• Strong problem-solving and negotiation skills as well as the ability to handle difficult customer calls
• Ability to identify and resolve/escalate complex problems
• Proficient computer navigation skills using a variety of software packages including Microsoft Office applications
• Proven commitment to high quality customer service
• Effective time management skills to maximize the number of clients that can be assisted while maintaining a high level of customer service
• Elavon experience HIGHLY PREFERRED

Set Working Schedule: Monday - Friday 10:30 AM - 7:00 PM EST OR Monday - Friday 9:30 AM - 6:00 PM EST

Location Expectations

This role is designated as U.S. home-based remote.

We are hiring with preference to those living in the following cities:

• Dallas, TX
• Phoenix/Tempe, AZ
• Portland, OR
• Denver, CO
• Los Angeles, CA

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:

• 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

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.

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: $20.00 - $22.50