Commercial Customer Service Team Leader

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 Directly and through staff, manages and coordinates the operational activities for assigned functional area(s)/region(s). Ensures quality service and effective operations support for all assigned internal and external customers. Leads high performance teams of both entry level and skilled professionals by setting goals, providing ongoing feedback, measuring progress while recognizing success and building accountability with employees. Oversees adherence to corporate policies and procedures and ensures compliance with applicable laws and regulations within area of responsibility. Participates in the review and improvement of operational systems and procedures relevant to assigned units. Location & Schedule Expectations This role requires working from one of the following U.S. Bank locations three (3) or more days per week: Brookfield, WI; Portland, OR; Minneapolis, MN. Hybrid Schedule Portland, OR: Monday - Friday 8:00 AM - 5:00 PM PST Brookfield, WI & Minneapolis, MN: Monday - Friday 10:00 AM - 7:00 PM CST Basic Qualifications Bachelor’s degree, or equivalent work experience Typically, three or more years of relevant experience Preferred Skills/Experience Strong written and verbal communication skills, with an ability to deal effectively, tactfully and knowledgeably with customers and non-customers in handling complaints, problems and general inquiries Proven customer service and relationship building skills including the ability to deal effectively, tactfully, and knowledgeably with customers and non-customers in handling complaints, Thorough knowledge of all relevant operational processes, and treasury products and services Prior experience working with operational systems such as Hogan and AFS highly desirable Excellent telephone skills, including listening, demonstrating courtesy, empathy and accuracy Excellent organizational skills and ability to set priorities in a fast-paced dynamic environment Strong analytical and problem-solving skills, and ability to make risk-based decisions Proficient in and able to navigate all relevant computer systems in order to pull reports, shadow customers, and troubleshoot technical issues, etc. Four years of customer service and/or U.S. Bank, or other bank, operations experience Two years of supervisory and coaching experience preferred Essential Function/Duties/Responsibilities: 1. Interview and hire Commercial Service Bankers 2. Provide orientation and assist with training for new Commercial Service Bankers 3. Coach Commercial Service Bankers to continuously improve call-handling skills, communication, organization and problem-solving skills 4. Assist bankers with product inquiries and system navigation 5. Manage the day-to-day operations of a Commercial Service team to ensure bankers are available to answer customers inquiries timely, are meeting SLAs, delivering accurate, quality service and adhering to call tracking standards. 6. Monitor Commercial Service Bankers’ performance and provide formal and informal performance feedback 7. Review and approve banker’s transactions, conduct audits on various requests handled by Commercial Service Bankers 8. Recognize and reward performance excellence 9. Create and sustain a positive work environment 10. Handle escalated customer service issues from the bankers or business lines, escalate further as needed to achieve final resolution 11. Solves complex customer issues/inquiries and effectively engages and escalates to appropriate support teams without needing to engage the Site Manager. 12. Participate in and contribute to projects for organizational initiatives, takes an active approach in identifying and recommending improvements to existing processes and products. 13. Provide input and guidance to bankers on projects for assigned customers ensuring participation from external and internal partners, assigned tasks are completed on time, and management of project to completion. 14. Facilitate product and service training sessions on behalf of the Division. 15. Assist Site and Division Manager in writing and reviewing procedures and training material. 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 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 Review 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-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. 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: $75,820.00 - $89,200.00 U.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. 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.