Key Customer Support Specialist
About this role
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, enabling the communities we support to grow and succeed in the right ways, all more confidently and more often—that’s what we call the courage to thrive. 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. Try new things, learn new skills and discover what you excel at—all from Day One.
As a wholly owned subsidiary of U.S. Bank, Elavon is committed to building the platforms and ecosystems that help over 1.5 million customers around the world to achieve their financial goals—no matter what they need. From transaction processing to customer service, to driving innovation and launching new products, we’re building a range of tailored payment solutions powered by the latest technology. As part of our team, you can explore what motivates and energizes your career goals: partnering with our customers, our communities, and each other.
We actively uphold transparent and fair hiring practices that support individual opportunity, inclusive culture, and career mobility across all levels of our organisation.
We offer meaningful opportunities for growth, a culture of inclusion, and a strong commitment to transparency and integrity in everything we do.
Job Description
Job Description
As a Key Customer Support Specialist, you will deliver exceptional service to our Premium Airline customers, ensuring a seamless travel experience and building strong, lasting relationships. This role is highly client-facing and requires a proactive, consultative approach to problem-solving and service delivery.
Responsibilities
- Serve as the primary point of contact for premium customers, providing personalized assistance and ensuring all inquiries are handled promptly and professionally via phone, email, or digital channels.
- Resolve operational issues efficiently, using a consultative approach to understand customer needs and deliver tailored solutions.
- Drive customer satisfaction through proactive follow-ups, clear communication of updates, and offering training or guidance on available services and tools.
- Collaborate with internal teams to coordinate solutions and guarantee timely, high-quality service delivery across all touchpoints.
- Champion efficiency and innovation, promoting digital solutions and eliminating outdated processes to improve customer convenience and operational effectiveness.
- Extremely high client facing position where duties involving customer contact performed primarily through telephone or email communication methods.
Requirements
- Two to three years of customer service experience
- Skills & Competencies:
- Strong verbal and written
- English
- Excellent interpersonal communication skills
- Proven customer service/relations skills including the ability to deal effectively, tactfully, and knowledgeably with customers and non-customers in handling complaints, problems, and general inquiries
- Excellent telephone skills including listening and demonstrating courtesy, empathy, and accuracy
- Thorough knowledge of all relevant operational processes and procedures and company products and services
- Proficient in and able to navigate all relevant computer systems to pull reports, shadow clients, and troubleshoot technical issues, etc.
- Ability to perform interest calculations and account adjustments
- Strong analytical and problem-solving skills
- Ability to manage multiple tasks/projects and deadlines simultaneously
- Working hours
- Rotational shifts (Monday - Friday)
- 2:00 pm - 10:00 pm
- &
- 4:00 pm - 12:00 am
- Location Expectations
- This role requires working from a U.S. Bank location three (3) or more days per week.