US Bank Embedded Payments Customer Experience Professional 

Poland 

899834727

Responsibilities:

• Understand the end-to-end customer journey, ensuring that our business customers can integrate seamlessly with through various payment channels and API’s.

• Become the subject matter expert with in-depth knowledge of our API products to quickly facilitate customer inquiries. Inquiries vary from access requests to technical assistance for our API products and Payments.

• Collect customer feedback, provide insights to stakeholders, and find opportunities for continual improvement. Define metrics, run reports, and perform periodic audits to measure performance against best practices.

• Coordinate with internal teams and vendors to fulfill our customer’s inquiries, promoting multi-departmental collaboration between business and technical teams across the enterprise.

• Communicate events that may cause impact or degraded performance for our Payments and API products. Proactively communicate to the affected stakeholders.

• Look for ways to improve operational processes and the experience, both from an employee and customer viewpoint, and act as a key stakeholder in coordinating this work across all teams to enable an ultimate launch date.

• Assist with testing and readiness for the launch of the new operational processes, platform features, and enhancements by creating workflows, procedures, and training materials to prepare our Embedded Payments Customer Experience Professionals to work with customers.

• Adapt to work schedule and assignments quickly. The support model is an emerging function and flexibility/agility are paramount.

Basic Qualifications:

• Associate degree, or equivalent work experience.

• Positive, team-oriented attitude. Strong verbal and written communication skills.

• High attention to detail, information design, and visual presentation & strong organizational skills.

• Strong influencing and partnership / collaboration skills to drive cross-functional teams.

• Ability to manage multiple highly visible and complex tasks/projects and deadlines simultaneously with limited supervision.

• Ability to quickly learn new skills and processes while also being adaptable to changing requirements.

• Ability to report in a matrixed environment, where tasks and guidance are interconnected amongst teams.

• Proficient computer navigation skills using a variety of software packages including Microsoft Office applications (Jira, Confluence, PowerPoint, SharePoint and ServiceNow experience is a plus). Experience using Microsoft Office applications is required.

Preferred Qualifications

• Strong understanding of ITSM and AGILE methodologies.

• 2+ years customer-facing support for API products and or Payments/Receivables .

• 1 year of experience working with logs and analyzing http status codes via logging tools such as Kibana or Splunk.

• 1 year of experience documenting and utilizing ticketing systems such as JIRA, Zendesk, or Service-Now.

Hybrid/flexible schedule: