Deceased Contact Center Agent
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 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
This role supports customers and representatives managing accounts impacted by a death notification. The position handles sensitive account-related conversations, reviews documentation, explains available options, and helps resolve delinquent consumer accounts while delivering a professional and empathetic customer experience.
Responsibilities
- Manage assigned delinquent consumer accounts and work with customers or authorized parties to identify appropriate repayment or resolution options.
- Handle inbound and outbound phone calls related to death notifications, responsible-party outreach, payment discussions, collateral options, and account servicing questions.
- Review account documentation and complete follow-up through written correspondence and shared email inboxes as needed.
- Navigate multiple systems to document activity accurately, maintain account records, and support timely resolution.
- Partner with internal teams across collections, recovery, lien release, repossessions, and related life-event support functions.
- Follow established procedures, quality standards, and call schedules while helping minimize loss to the organization.
- Basic Qualifications
- High school diploma or equivalent
- Two to three years of experience in collections and/or customer service activities
- Preferred Skills/Experience
- Ability to communicate professionally and empathetically in sensitive situations.
- Ability to manage confidential information in a private work environment.
- Strong organization skills and ability to work across multiple systems at the same time.
- Ability to follow established procedures and maintain quality and productivity expectations.
- Proficiency with Microsoft Office applications.
- Previous collections experience.
- Experience handling complex or emotionally sensitive customer interactions.
- Experience working in a high-volume phone environment.
- Experience supporting consumer lending, deposit accounts, or related financial products.
- 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
- .