Note: The job is a remote job and is open to candidates in USA. U.S. Bank is committed to helping customers and businesses make better financial decisions. The Specialized Research Analyst role involves providing high-quality customer service to merchants, addressing inquiries related to Merchant Credit Card processing, and troubleshooting issues to ensure effective resolution.

Responsibilities

• Provides high quality customer service to merchants by responding to inquiries regarding the support of Merchant Credit Card processing as well as other areas as assigned
• Responds to telephone inquiries, requests and problems from merchants
• Troubleshoots, diagnoses and provides merchants with solutions to resolve problems with service, authorization and credit card processing terminals
• Communicates applicable policies, procedures and practices to merchants
• Requests exceptions to policies and procedures on behalf of merchant as appropriate, within established limits

Skills

• High school diploma or equivalent
• Typically one to two years of customer service experience
• Thorough knowledge of products, services, problem resolution practices and procedures, applicable regulations, systems and procedures
• Effective telephone, interpersonal and verbal communication skills
• Strong problem-solving and negotiation skills as well as the ability to handle difficult customer calls
• Ability to identify and resolve/escalate complex problems
• Proficient computer navigation skills using a variety of software packages including Microsoft Office applications
• Proven commitment to high quality customer service
• Effective time management skills to maximize the number of clients that can be assisted while maintaining a high level of customer service
• *Elavon experience HIGHLY PREFERRED*

Benefits

• 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
• Incentive and recognition programs
• Equity stock purchase
• 401(k) contribution and pension (all benefits are subject to eligibility requirements)

Company Overview