Job Details

U.S. Bank Credit Card Claims Team Member

Join a customer-focused credit card claims team supporting Fidelity clients. In this role, you'll proactively contact cardholders to gather information, ask effective questions, accurately document case details, and help move claims toward resolution. Success in this position requires strong customer service and communication skills, attention to detail, and confidence handling outbound calls. You must also be comfortable navigating multiple programs and screens at the same time and adjusting priorities as call volumes and business needs change.

This role requires working from one of the posted U.S. Bank locations three (3) or more days per week.

Key Responsibilities

• Make outbound calls to cardholders to gather information related to credit card dispute cases.
• Deliver a high-quality customer experience during each interaction.
• Ask clear and effective probing questions to obtain complete and accurate information.
• Accurately document cardholder responses and relevant case details.
• Navigate multiple operational programs and screens concurrently.
• Research claim information, identify exceptions, and escalate issues when appropriate.
• Adjust priorities based on changing call volumes and business needs.
• Follow applicable procedures, internal policies, and regulatory requirements.

Basic Qualifications - High school diploma or equivalent - Four years or more of operations services related work experience

Preferred Skills/Experience - Proven commitment to high quality customer service - Strong attention to detail and commitment to accurate documentation.- Good time management skills to maximize production and execution of tasks in a fast-paced environment

- Ability to navigate multiple programs and screens concurrently.- Ability to reprioritize work and adapt as call volumes or business needs change- Good verbal and written communication skills

- Ability to identify, analyze, and resolve exceptions through data interpretation.

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

U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law.