About the position

Provides comprehensive digital application support to small businesses through chat and phone queue interactions. The role services and sells business deposit, lending, digital money movement, business credit card, payment solution, and other suitable credit products. It combines digital tools with human interaction to help small business applicants, provide in-app support, guide users through applications, and suggest relevant next steps based on their current activity to maximize application completion rates. The position follows U.S. Bank’s hybrid work model. Employees are expected to work onsite at a designated U.S. Bank hub more than 60% of their scheduled workdays each month, with flexibility to work remotely for the remaining scheduled workdays.

Responsibilities

• Assist small business customers with digital application servicing and processing, and direct customers to the appropriate sales, service, or support teams.
• Use digital tools and customer relationship management systems to track customer interactions and referrals.
• Maintain knowledge of business banking products and services to answer customer inquiries accurately.
• Log customer interactions and track application funnel activity in Salesforce and other internal applications.
• Identify cross-sell and referral opportunities for business deposit accounts, credit products, and other financial solutions.
• Submit referrals and transition opportunities as appropriate to drive sales funnel completion.
• Ensure customer interactions comply with banking policies, procedures, and regulatory requirements.
• Partner with teams to optimize processes and improve customer experience.

Requirements

• High school diploma or equivalent.
• Typically two to three years of customer service, sales, and/or prospecting experience.

Nice-to-haves

• Thorough knowledge of Business Banking products, bank policies, procedures, and support systems.
• Proficient computer navigation skills using a variety of software packages, including Microsoft Office applications.
• Ability to manage multiple tasks, projects, and deadlines simultaneously.
• Ability to identify and resolve exceptions and interpret data.
• Proven customer service and relations skills.
• Effective interpersonal, verbal, and written communication skills.

Benefits

• Healthcare coverage, including medical, dental, and vision.
• Basic term and optional term life insurance.
• Short-term and long-term disability coverage.
• 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 hours worked, up to 80 hours per calendar year unless otherwise provided by law.
• Incentive and recognition programs.
• Equity stock purchase, 401(k) contribution, and pension, subject to eligibility requirements.