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US Bank Freight Customer Service Rep Category 
United States, Illinois 
494225024

20.09.2024

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Duties & Responsibilities

  • Answer customer calls/emails as the first point of contact for service calls
  • Investigate and research various requests, both online and archival, to resolve customer issues
  • Maintain positive customer relations and overall service level management
  • Counsel buyers/sellers to resolve issues that may slow or complicate payment or cash application
  • Communicate with buyers/sellers clearly and professionally; develop and maintain strong customer relationships
  • Accurately document buyer/seller issues and log customer call for future issue analysis
  • Track open service requests and ensure timely completion
  • Inform Account Manager of critical issues/updates affecting the relationship and partner with the Account Manager to resolve issues, when necessary
  • Coordinate/escalate issues requiring additional assistance as/when appropriate
  • Take the lead - both with the customer and internally - to resolve customer issues/problems and follow up to ensure the highest satisfaction

Specific tasks include, but are not limited to:

  • Account Locked/Password Reset
  • Aging Inquiry/Request
  • General Help Questions
  • Payment/Financial Status Inquiry
  • Report Inquiry/Request
  • Research Inquiry/Request
  • System Issues/On-Screen Error
  • TPR Setup/Maintenance/Issues
  • Training
  • UserID Setup/Maintenance/Issues
  • Compatibility View Settings
  • Remittance/Statement Requests
  • Payment Terms

Preferred Skills/Experience

  • Minimum of 2 years related professional experience in Customer Service, Transportation, Logistics and/or Operations
  • Multilingual candidates preferred
  • Strong telephone and interpersonal skills
    - Good problem-solving and researching capabilities
    - Ability to handle difficult customer calls
  • Strong written and verbal communication and interpersonal skills
  • Stress tolerant
  • Proficient computer skills, especially Microsoft Office applications
    - Ability to identify and resolve/escalate problems


Schedule: 9:30am-6pm Monday-Friday Central Time

Basic Qualifications
- High school diploma or equivalent
- Two to four years of relevant experience
Preferred Skills/Experience- Ability to handle difficult customer calls- Ability to identify and resolve/escalate problems
- Good time management skills to maximize the number of clients that can be assisted while maintaining a high level of customer service

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 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 .

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 - $21.92 - $24.11

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.

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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